Client Care Flashcards
What is Client Care?
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.
Give me an example of excellent client care?
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How do you deal with Customer Complaints?
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If a Client was prepared to pay in advance for services your company were providing how would you deal with it?
A regulated firm needs to follow the PS on Client money handling in 2019.
- Hold all client money in a client money account.
- Not contain any other sums
- Ensure that all client money accounts include the word ‘client’ (written in full) and the name of the firm in the title of the account.
- Ensure that money held in a client account is immediately available even at the sacrifice of interest. etc.
Mentioned in submission
Requirements for RICS members, handling client money.
- Ensure compliance with all anti-money laundering legislation, rules and regulations for all receipts of client money
- Comply with RICS professional statement Countering bribery and corruption, money laundering and terrorist financing
- follow all procedures for handling client money at the firm where they work
Mentioned in submission
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 indmenity insurance
Mentioned in submission
How do you choose a PI Provider?
RICS publishes a list of approved providers
What insurance would you need if you have your own premises?
- Employers Liability Insurance
- Third-party liability insurance
What does an employer’s liability insurance cover?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
What does third-party liability insurance cover?
Covers you against actions of a third party
What is Contractors All Risk Insurance?
It typically covers the cost of physical loss or damage to building works
How do you refer a Client to your Complaint Handling Procedure?
It should be included within the Terms and Conditions of the contract to the Client
What would you do if the internal redress you have provided to the Client for a complaint is rejected?
I would refer them to an alternative dispute resolution provider such as the Ombudsman Service: Property.
What is an Ombudsman?
An official who is appointed to investigate individuals complaints against a company or organisation
When will RICS investigate?
They will investigate if they believe a service being provided falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.
