Client care Flashcards
Explain the Workman complaint procedure.
Upon receipt of the letter, Workman will respond within 7 days.
Within 28 days of receipt of the letter the following will be provided:
A final response, or
An update as to the progress of your claim and the likely timeframe within which you should expect to receive a final response which shall in any event be no later than eight (8) weeks from the date on which we receive your complaint.
When was the RICS Complaints Handling, 1st Edition published?
July 2016
Who must approve a firm’s written complaints handling procedure?
RICS
What must be included in an RICS approved Complaints Handling Procedure?
Alternative Dispute Resolution (ADR)
What are the standard minimum procedures for the handling of a complaint in house (stage one)?
- Details of the CHP should be issued whenever the firm receives a complaint
- The procedure must be quick, clear, transparent and impartially implemented
- Details of the nominated person who will investigate the complaint must be stated
- The complaint must be made in writing
- The procedures and strict timescales to be followed for the investigation
- A complaint should be acknowledged within 7 days and investigated within 28 days
What are the standard minimum procedures for the handling of a complaint for Third Party Resolution (stage two)?
- Independent redress scheme that the firm has chosen to use
- The name of the relevant appropriate redress mechanism must be provided to the complainant
Provide examples of relevant appropriate redress mechanisms for complaints handling.
- The Centre for Dispute Resolution (CEDR)
- The Property Redress Scheme
- RICS Dispute Resolution Service
What is a complaints handling procedure?
Procedure/form that sets out how a complaint is handled and the associated time frames for handling
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
- Competency
- Punctuality
- Trust
- Reliability
- Presentation
- Regular communication
- KPIs
How would you identify the needs of the Client?
- 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?
A formal statement of objectives and requirements
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 company’s procedure for Client feed-back?
- Partners review performance with Clients every 1-2 months
- Informal continuous feed-back through meetings / emails
