Client Care Flashcards
Prior to working with a new client, what pre-appointment checks would you undertake?
1) Ensure I was sufficiently skilled and competent to carry out work
2) Check for conflicts of interest
3) Conduct anti-money laundering checks
4) Ensure that the firm had sufficient PPI insurance
5) Formalise the engagement in written terms of engagement
When setting up a new practice, what procedures would you put in place to ensure good client care was being provided?
1) Confirm timescales with client / resource adjustments
2) Client feedback processes
3) Engage with business development activities to maintain and generate new clients
4) Keep client information confidential
5) Set up reporting lines
How would you act if received a formal written complaint from a client?
1) arrange call with client to confirm I have received complaint
2) issue the client a copy of my firms complaints handling process
3) report the complaint to senior person in firm or designated complaints handler
4) notify my firms PI insurers line with out policy requirements
5) arrange meeting to take on board client feedback and address issue
If unable to resolve issue, I would need to be referred to the RICS independent redress mechanism
What is a complaint?
A statement that situation is unsatisfactory or unacceptable to the client.
What is the difference between client and customer?
Customers are normally purchasers buying goods and services from a company - typically one-time transactions.
Clients refer to a person who look for professional services from a business.
Both have long term goals and long lasting relationships, but nurturing the client relationships is of high importance to a business.
How do you conduct yourself with a new client?
- I am always sure to friendly , engaging and enthusiastic
- I am inquisitive about key challenges they face
- I make sure I am well presented and respectful
What does soft landings mean?
refers to strategies designed to make an easy transition from construction stage to occupation stage of project.
the aim of soft landings is to realise optimal operational performance and ensure end users can operate effectively in the built asset that has been delivered
What is meant by KPI?
A measurable value that demonstrates how effectively a company is achieving key business objectives
What is meant by the term client money?
money of any currency and form that is received on behalf of another person or company
What is Client Care?
The process of identifying client types and behaviors, and the implementing procedures that management the client relationship.
If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place
Professional Indemnity insurance
How do you choose your PI Provider?
RICS publishes a list of approved providers
What are the five steps for setting up a successful Key Performance Indicator Process?
- Planning, to clearly establish what needs to be improved.
- Analysis, to gather data and determine how big the task of achieving the KPI is.
- Action, to develop and implement improvement plans.
- Review, to monitor actual performance against performance targets.
- Repeat
How are firms supposed to look after Clients?
By Maintaining:
* Professional Indemnity Insurance.
* Complaints Handling Procedure.
* A procedure for handling clients money if applicable.
What is a Complaints Handling Procedure?
A system of dealing with formal complaints against a company/person, for which there is a formal redress system.
What is PI Insurance?
A form of insurance that covers for claims against professional negligence.
What are the RICS PI Level recommendations?
£100,000.00 turnover = £250,000.00 minimum cover.
£100,000.00 – £200,000.00 turnover = £500,000.00 minimum cover.
£200,001.00 plus turnover = £1,000,000.00 minimum cover.
What is Public Liability Insurance?
Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.
What is Employers Liabilities Insurance?
Insurance which cover employees for death, injury or illness incurred from work activities.
Level 2 - please explain how you upheld client care when working for the Youth Centre in Bermondsey?
- I held regular meetings with the client to understand their objectives and looked to be proactive in my support, raising the need to register building under the requirements of the Building Safety Act 2022.
- I welcomed formal and informal feedback from the client to make sure I was fulfilling clients requirements.
- I responded as quick as possible to clients request and established a reporting system that suited the client.
What is PPI?
Payment Protection Insurance
What processes need to be in place for handling clients money?
Rule 8 for firms Client Money Handling
1) Client must always have access to funds
2) Client money must be kept sperate and clearly identifiable
3) Interest on the account must be agreed with the client
4) Must not be overdrawn
5) Controls in place to keep funds secure
6) Competent and knowledgeable staff to process clients’ money
7) Drawdown and reimbursements must be communicated via an account ledger
What components must a complaints handling procedure include?
The RICS provides a model form which has two stages as a minimum:
Stage 1:
- Acknowledge a complaint as quickly as possible (within 7 days)
- The complaint should be handled by a senior person or a designated complaints handler
- The first stage must be free of charge
- Must provide full response to complaint in 28 days.
Stage 2:
- If a firm is unable to resolve a complaint internally then the complaint needs to be addressed by an independent redress mechanism that approved by RICS.
- It must be clear , quick and transparent
- The complaints may contribute towards costs incurred during second stage
- All complaints, their progress and outcomes must be recorded
- Advise PI insurers of complaint
When should you decline an instruction of new work from a client?
- If there is a conflict of interest
- you can not resource job
- Ilegal
