Client Care Flashcards
Give me an example of how you have gone above and beyond on an instruction
When arranging access for a compound for Network Rail, the landowner was sent the licence agreement and said they would sign it. They did not return the licence and when I called, they said they had received it but hadn’t had a chance to sign and return it. On the days leading to access being required, I called the landowner to arrange an in person meeting to answer any queries they had and to collect the signed licence to ensure works were not delayed.
What do you find in your Terms of Engagement?
Identity of the client
Identity of the person who has overall responsibility of the case
Conflict of interest
Description of the assignment and its end purpose
Relevant legislation, standards and regulation to be adhered to
Scope of inspections, data collection, enquiries and any limitations to due diligence
Assumptions
Information supplied
Limitations in liability to the client and third parties
Description of the deliverable
The basis of the fee
Follow-up work
Complaints handling procedure
How does your firm’s complaints handling procedure differ to the RICS template?
Timescales:
- RICS requires acknowledgement of receipt within 7 days and a response in 28 days
- CJ requires acknowledgement of receipt within 3 days and response in 15 days. Further 15 days offered for Final Response
Please talk me through your firm’s complaints handling procedure
If unable to resolve the complaint with the local office, can be escalated by writing to our compliance team
Receipt of complaint to be acknowledged within 3 working days
Investigate and respond within 15 working days of the acknowledgement
If not satisfied, another 15 working days to provide a Final Response
If not satisfied by Final Response, or 8 weeks has elapsed since first contact, can take to an independent redress provider e.g. The Property Ombudsman, The Centre for Effective Dispute Resolution, RICS Dispute Resolution Service, Financial Ombudsman Service or Ombudsman Services Energy Broker ADR Scheme
What is included in the RICS Professional Standard on Complaints Handling 2016?
Outlines:
The value of Terms of Engagement in reducing complaints
Complaints handling procedures
PII requirements
Why clients complain
Underpinning good complaint handling
Receiving a complaint - initial actions and responses
Evaluating a complaint
Initial response to the claimant
Additional investigations
Escalation
Record keeping
Learning from experience
Identifying training needs
Next PII renewal
In your Netley example, how did your manage your client’s expectations when advising an alternative site would be required?
When it became aparent that an alternative site was required, I undertook desktop research to identify a number of possible alternatives which could be investigated further, so that I could give them assurance that I was being proactive while also informing them that it may take longer to arrange access.
Could you proceed until the variation order was accepted?
I would only proceed with tasks included in the original scope of works up to the PO amount. I would not undertake any works not included in the original scope or exceed the original PO.
How do you evict trespassers?
Make a claim for a possession order to evict the trespassers. Claim usually made in County Court but can use High Court
How does your communication differ when speaking to a client compared to a contractor
Advising client, telling contractor what to do
