Client Care

Question 1

What is CBREs complaints handing procedure?

Answer 1

If you have a complaint that you cant resolve, 4 steps
1. Contact CBRE CHO (Geraldine Mash), ideally in writing. If not in writing, written response will be provided a confirmation of receipt and understanding
2. Contacted within 7 working days to confirm how complaint will be investigated
3. Contacted within 20 working days to inform of outcome and confirm actions taken
4. If complaint is not resolved within 8 weeks, ADR is provided in the form of the Property Redress Scheme (PRS) or Centre for Effective Dispute Resolution (CEDR)

Question 2

What would you define as good client care?

Answer 2

• Good client care is meeting all of your clients objectives in an appropriately professional manner. I like to think that I exhibit good client care in my day to day job. I hold a key client relationship and ensure that all of my client requests are serviced professionally and quickly.

Question 3

Can you give me an example of when you have provided good client care?

Answer 3

• I provide monthly updates to my client on the performance of the team in the previous month, including deals done as well as future focus. By doing this, I ensure that my client is kept up to date with the team’s progress against our KPIs and give them an opportunity to raise any flags or points of concern.

Question 4

What does duty of care mean?

Answer 4

• An obligation which an individual or organisation owes to another party in performing acts or providing a service.

Question 5

What are the RICS rules on handling client money?

Answer 5

• (Pro Statement) Client Money Handling 2019:
• Client accounts must be kept separately
• The word ‘client’ must be on the account and cheque book
• Money can only be drawn out if properly required
• Account must be kept in credit