Client Care Flashcards
Simply put, what does client care involve?
Being HONEST and involves effective COMMUNCIATION.
What is client care?
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.
Behaviours appropriate to establish good client relationships?
- 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.
What is a complaint?
An expression of dissatissfaction.
What is your organisations complaint procedure?
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.
What if customer is not happy with organisations repsonse at tier 2?
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.
What if a customer is not happy with the adjudicators reponse?
They can contact MP to ask them to refer complaint to the Parliamentary and Health Service Ombusdman.
How can a customer make a complaint to your organisation?
- Phone
- Post
Details published on website