Client Care Flashcards
Explain your firms complaints handling procedure
Upon request, a complaints handling procedure is provided. Acknowledgement of of the complaint is provided within 7 days. A formal complaint is required to have a formal response within 28 days.
What data collection requirements are there?
- Data Protection Act 2018
- GDPR 2016
How do you set your fees
- Fixed fees
- Daily Rate
- Percentage 1-2% sale or 10% rent letting
Why is it important to develop long term client relationships?
- To earn the trust of clients and gain opportunities to be shortlisted for future work.
- As an RICS member to help build and promote trust in the institution
What KPI’s might you agree with a client to monitor performance?
CTS
- Communication
- Transparency
- Service levels throughout the instruction
(Churchill Towers)
Can you give an example of when you delivered good client care?
- Churchill Towers
- Understood clients timescales, costs and objectives
- Made client aware application process and typical timescales
- regular contact throughout
How do you identify a clients objectives on receipt of a new instruction?
- Timescales
- Best form of communication
- Updates throughout
- Review of work
What would you do if you received a complaint from a client?
- Take responsibility
- Ask client how they wish to proceed with complaint
- Learn from experience and identify training needs
How would you prepare for a client meeting with a new client?
- Undertake research into the company and its operational/strategic objectives
- Research any recent significant activity they were involved in
- Consider my relevant experience to discuss
- Follow up meeting with an email
What information do you include in a Fee proposal to a client?
- Background of Proposal
- Planning Policy
- Scope of Work
- Name of who is caring out work
- Fee and any council fee’s
