Client Care Flashcards
What is ADR?
- A way of resolving disputes between clients and RICS-regulated firms that usually avoids having to go to Court.
- Was introduced as part of the Civil Procedure Rules 1998.
- RICS Dispute Resolution Service (DRS) is the world’s oldest and largest provider of ADR services in the land, property and construction industries.
- Other types of ADR include, Negotiation, Mediation, RICS Dispute Resolution Service, Conciliation and Litigation.
Why is Client Care important?
- In order to build good professional relationships to attract new and retain existing clients.
How do you manage conflicts of interest?
- Information barriers or/and informed consent.
What do TOE define?
- Scope of work to be undertaken.
- Fees.
- Fee settlement.
- Scope of service provided.
How do you manage clients expectations?
- With regards to planning; I ensure the advice I provide is honest and open regarding the likelihood of approval.
Tell me about an example of when you have provided a high standard of service to a client.
Upon receiving an instruction for a complex boundary dispute, I explained to the client that the instruction was outside my scope of experience or knowledge. They accepted that, and I recommended a more experienced colleague. With their approval, I forwarded my colleague the instruction to undertake the work thus providing a high standard of service.
Give me an example of how you have provided good client care.
Throughout the letting of Cefn Gwyn, I provided reasoned and tailored advice with well-founded and clear recommendations based upon my clients’ objectives. I acted within the limits of the RICS Rules of Conduct at all times.
Why is it important to you to set objectives?
- Helps a business to achieve its aims.
- Objectives are often set using the smart rule; Specific, Measurable, Achievable, Relevant & Time-bound.
How have you measured KPIs? (Key performance indicators)
- Response time
- Viewings generated
- Website Performance
