Client Care Flashcards

1
Q

Simply put, what does client care involve?

A

Being HONEST and involves effective COMMUNCIATION.

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2
Q

What is client care?

A

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.

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3
Q

Behaviours appropriate to establish good client relationships?

A
  • 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.
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4
Q

What is a complaint?

A

An expression of dissatissfaction.

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5
Q

What is your organisations complaint procedure?

A

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.

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5
Q

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

A

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.

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5
Q

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

A

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

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5
Q

How can a customer make a complaint to your organisation?

A
  • Email
  • Phone
  • Post
    Details published on website
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5
Q
A
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