Client Care Flashcards
What is Client Care?
Looking after the client’s best interests and providing a level of service that meets their needs.
Understanding that there are different client types of different behaviours necessary to building and maintaining good relationships with clients.
Mentioned in summary of experience
Give me an example of excellent client care?
Kept in regular contact with The Bank to explain that their client was slow in providing the relevant information to complete the valuation in time to suit their needs.
This allowed The Bank to chase their client for the required information. Once in receipt of the information I kept in regular contact with The Bank to update on timescales.
After the project, I arranged to meet with The Bank socially as this was the first time we had worked with them. This strengthened the relationship leading to repeat business.
How do you deal with Customer Complaints?
Through the Complaints Handling Procedure
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.
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 indemnity insurance
Employer’s Liability
Public Liability
Building Insurance
How do you choose a PI Provider?
RICS publishes a list of approved providers
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 public liability insurance cover?
Covers you against actions of a third party
How do you refer a Client to your Complaints 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 our alternative dispute resolution provider outlined in our CHP: The Centre for Effective Dispute Resolution
What is an Ombudsman?
An official who is appointed to investigate individuals complaints against a company or organisation
When will RICS investigate?
RICS will consider whether there is sufficient information to suggest that a Regulated Member may have breached the Bye-Laws, the Rules of Conduct (the Rules), and/or professional standards
Reasons for RICS to investigate?
- Failure to utilise a Complaints Handling Procedure.
- Failure to disclose a conflict of interest
- Misuse of client’s money
