Client care Flashcards
What do you think Client Care is
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
Why does your firm have Professional Indemnity insurance?
- It is one of the Rules of Conduct for Firms, 2007 (as amended 2017)
- To protect against negligence claims where there is a duty of care breached and a claim for damages arises
When would your insurer need to know if a complaint was made against your firm?
Depends on your agreement with the insurer but usually when the complaints handling procedure is triggered as this could lead to a claim for negligence
What procedures are required to be in place if a complaint has been made?
- RICS has issued a Guidance Note on Complaints Handling, 2016
- Complaint should be acknowledged within 7 days and investigated within 28 days
- Firms must include a RICS approved ADR method e.g. Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service
What is the guidance set out in RICS Complaints Handling, 2016?
- Firm’s CHP must be approved by RICS
- Notify your PII insurer if there is a complaint as this could lead to a claim for negligence
- Details of the CHP should be issued to a client at the same time as Terms of Business
- Complaints log must be maintained
- Firms must include an RICS approvedADR within CHP
What is your firm’s complaints handling procedure?
- Acknowledge receipt within 5 working days and provide a written response within a further 10 working days
- The complainant should confirm within 10 working days whether they wish to take the matter further
- If they do, then within 5 working days of such written notification, the person dealing with the complaint will write to the complainant informing them of what action has been, or will be taken
When you first receive a complaint, how should it be dealt with?
Aim to deal with the complaint in house initially
Ask for the complaint to be made in writing
Issue details of the CHP to the complainant
Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance
If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?
- Use an independent redress scheme chosen by the firm
- Name of the redress mechanism must be provided to the complainant e.g. Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service
When will the RICS become involved with a complaint?
If a member fails to respond to the complainant or prevents the party gaining access to an independent redress mechanism
What should a sole practitioner do differently with regards to the their complaints handling procedure?
Must nominate a surveyor in another firm to act as their complaints handling officer
What are the principles of client care?
Ensuing communication is regular, open and transparent
STAR method of client care?
Stop talking- listen to customer
Test your understanding of the problem
Ask question to identify what is a priority- then identify solution
Reassure the customer by being clear and follow up actions
What does a successful approach to customer relations involve?
- Attention to the customers needs
- Build upon the customer loyalty
- Identification of crucial points to satisfy the customer.
- Develop your emotional skills to manage potential complaints.
Who is the client?
Anyone who you owe a duty of care to
Why is it important to have a CHP?
So all complaints are dealt with fairly, consistently to hopefully resolve and satisfy the complainant.
