Client Care

Question 1

Simply put, what does client care involve?

Answer 1

Being HONEST and involves effective COMMUNCIATION.

Question 2

What is client care?

Answer 2

The process of identifying all client types and behaviours appropriate to establishing good relationships, along with the systems and procedures for managing the client process.

Question 3

Behaviours appropriate to establish good client relationships?

Answer 3

• Respond to queries immediately;
• Comply with RICS 5 ethical standards;
• Create business relationships with people at your level;
• Do a really good job;
• Be honest, includign with mistakes;
• Record change carefully and inform client of financial implications immediately.

Question 4

What is a complaint?

Answer 4

An expression of dissatissfaction.

Question 5

What is your organisations complaint procedure?

Answer 5

Two tier procedure:
1. Complaints manager will look into your complaint and respond.
2. If still dissatisfied, a different complaints manager will look into complaint and respond.

Timescale: aim is 20 working days for each tier - more complex may take longer.

Question 5

What if customer is not happy with organisations repsonse at tier 2?

Answer 5

Customers can ask adjuticators office to consider their concerns.

Can accept complain up to 6 months after tier 2 response. Valuation disputes are not within their remit.

Question 5

What if a customer is not happy with the adjudicators reponse?

Answer 5

They can contact MP to ask them to refer complaint to the Parliamentary and Health Service Ombusdman.

Question 5

How can a customer make a complaint to your organisation?

Answer 5

• Email
• Phone
• Post
  Details published on website