Client Care Flashcards
What is Client Care?
The process of identifying clients and their behaviours to build professional relationships and understand their needs.
Why is client care important?
- Promotes trust in the industry and company
- Maintains client relationships to help build business
- Maintain a reputation in the industry
Can you tell me some of the principles of Client Care?
- Understand the different types of clients and their needs
- Act in accordance with the RICS code of conduct
- Implement a complaints handling procedure
- Collect feedback
- Manage client accounts
What are some of the RICS Complaints procedure considerations ?
- Carefully record all complaints or potential complaints
at the earliest opportunity - Apologise for the complaint but do not admit fault straight away.
- Acknowledge any preliminary notice within 21 days
- Respond meaningfully within 28 days
If after your first notice, your client is not satisfied and you get a letter of claim, you must inform your insurer - Go through the process of litigation etc if the claimant decides to take the complaint further
- Ref – RICS Guidance note ‘Complaints Handling’
If you were a sole practitioner, how would you handle complaints?
- As a sole practitioner, you must engage another surveyor in another firm to investigate the complaint.
What is a duty of care?
Moral and legal obligation to act in your client’s best interest with reasonable skill and care.
(act within your area of competence)
How would you determine your client’s needs?
- Know their business/position
- Listen to what they are asking for
- Ask them questions to expand your understanding
What is client empathy?
Understanding the underlying needs and feelings of customers. It puts things into context by viewing things from their perspective.
With regards to client expectations and standards of service, what RICS documents can you use to meet the level of service?
- RICS Rules of Conduct 2021
- RICS professional standards and guidance
- Client Money Handling
- Countering bribery and corruption, money laundering and terrorist financing
What is good customer care ?
It is a continuous process or concept of understanding client requirements, suggestions, complaints etc. and analysing it to find a solution suitable to client requirements and to enhance our own business.
Can you give me an overview of the principles of client care?
- Acknowledge. In any situation where there is conflict or a dispute, a great first step is to acknowledge the other person
- Focus on the Individual
- Be Authentic and honest
How does the type of client change how you manage a project and the relationship with them?
Each type of client will have a certain level of experience and expertise this will directly affect the relationship you have with them and the level of work you will be expected to carry out on their behalf
e.g. weekly reporting
Why is it important to establish good client relationship ?
it is important to build and continue a good relationship as this in turn allows for easier channels of commination and can increase trust and future business.
How do you assist the client with making decisions?
- Provide the client with all the options
- Run through the advantages and disadvantages of each option
- Make recommendation
- Give the client time to think through all options
- Assist with any queries
What or who is stakeholder ?
A stakeholder is a party that has an interest in a company and can either affect or be affected by the business. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers.
