Client Care Flashcards
What is a complaints handling procedure
Procedure/form that sets out how a complaint is handled and the associated time frames for handling
- will also include ADR
What is Client care?
Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money
What is Client care?
Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money
how can you ensure Client Care?
- professionalism
- Competancy
- Punctuality
- Trust
- Reliability
- Presentation
- Regular communication
- KPIs
How would you identify the neeeds of the Client?
Client accout Planning sessions
- Discussions on what is required
- Review performance and identify areas of improvement
- Listen closely to the Client and ask right questions
What is a Client Brief?
Formal statement of objectives and requirements
When should you decline an instruction of new work from a Client?
- Conflicts of Interest
- You can’t competantly do the job
- Illegal
How would you calculate a fee proposal?
Review the work involved and time and resources required to undertake the work - use hourly rate
Why is Client Care important in your organisation?
- Heavily rely on retaining Clients (repeat business)
- Advisory service requires high level of trust and transparency and high standard of service
What is your companys procedure for Client feed-back?
- partners review performance with Clients every 1-2 months
- Informal continuous eed-back through meetings / emails
How would you handle a complaint?
Would aim to resolve myself in first instance through negotiation
- I would then refer them to a partner or the complaints handling procedure
What is Workmans Complaints handling procedure?
CHP provides redress mechanism, details of investigating officer (group company secratary) and confirmation that the complaint will be handled/resolved within 28 days
- ADR is provided in the CHP as a resort if the complaint cannot be resolved
What ADR is there?
- Centre for Effective Dispute Resolution
- Property Ombudsman / Ombudsman service business to business
- RICS Dispute Resolution Scheme
- The Property Redress Scheme
- Independent Expert
- Arbitration
What are your rent KPIS?
90% collection on day 7
95% colleection on day 14
98% collection on day 28
Talk me through one of the reports you prepare for your Client and how this meets their needs
Run arrears reports which show our comments for each outstanding chage - this helps them understand what we are ding to achieve the KPIs set
Why is regular contact with Clients important?
To provide a high standard of service and establish trust - essential for good Client Care
How do you achieve your KPIs?
- Maintain good landlord and tenant relationship
- have processes in place to chase outstanding charges and pre-chase charges becoming due
What is Client empathy?
Understanding the needs of your Client and delivering value for money above and beyond their expectations
What is an example of your Client Care / Client empathy skills?
I respond to Clients the same day unless on site which shows i am delivering a high standard of service and prioritising their needs
How do you identify your Clients?
My company does this through market research and networking events
- In the even of a property sale, i ensure i am attentive in finding out the new purchaser and how they aim to manage the site going forward
How do you identify your Clients needs and expectations?
- Ask questions and listen to the Client
- Understand Client brief
- Speak to Client and establish needs direct
How do you establisb trust?
Be:
- Transparent
- Honest
- Professional
- High standard of service
- Act in the best interest of the Client
