Client Care

Question 1

Tell me about the different stakeholders you have come across in your role and how have you tailors your client care to one of these stakeholders

Answer 1

Valuation- BANK and Borrower.

bank is more formal (written)- issuing TOES

Borrower could tend to be less formal language wise using less professional jargon

I keep both updated with regular phone calls.

Question 2

Tell me about an example of how you have provided good client care

Answer 2

Ensuring I keep regular communication with the client from inception of a project to close of project. Example- Industrial building

Question 3

What action would you take if I said that I wanted to complain about an element of the service that you had provided to me as a client of your firm?

Answer 3

I would listen and use good communication and negotiation skills. If complaint was still to be made I would use VW complaint handing procedure.

1. acknowledge receipt within 5 days
2. within 20 days update the client
3. if not satisfied we will respond again within 15 days and use an ADR such as RICS PACT