Client Care Flashcards
1
Q
Checks before working with a new client
A
- ensuring my competence
- COI checks
- anti money laundering checks
- ensuring the firm has relevant PII
2
Q
When setting up a new firm, what would you put in place to ensure good client care?
A
- procedures for obtaining client feedback
- CHP
- keeping client info confidential - NDA
- client reporting
3
Q
Why is client care so important?
A
- client retention
- client satisfaction
- avoiding claims
4
Q
What to do if you get a formal complaint
A
- give complainant a copy of CHP
- report the complaint to complaints handler
- notify PII insurers
- if unresolvable - arbitration
5
Q
What is meant by Duty of Care?
A
- no party suffers due to negligence
6
Q
What is the difference between a client and customer?
A
- client - provide a professional service
- customer - purchasing goods or services
7
Q
What are your quality management procedures?
A
- peer review
- client performance feedback
- accessible file store systems
8
Q
Your firms procedure for obtaining client feedback
A
- team meetings
- 1:1
- day to day communication
- KPIs
9
Q
What is a KPI?
A
Measure of performance for a specific objective
