Client Care Flashcards
What are the principles involved in client care?
Good communication, ensuring you understand your clients’ requirements, disclosing conflicts, CHP
What is in your firms CHP?
Aim to resolve the complaint informally, if formal complaint made request for it to be in writing to CHO. Give copy of CHP within 24 hours, acknowledge within 7 days and give details of person who will investigate claim, investigate within 28 days
Can you give me an example of how you have given good client care?
Quarterly Rent Reduction Reports
Write report, arrange meetings to explain through findings. Sent through summery of meeting by email and updated any requested changes on the report.
What is a NPS score?
A Net Promoter Score which is a metric my team uses to ensure quality service delivery following a transaction or piece of professional work.
What systems do you have in place to manage client care?
Internal CRM system which monitors key clients, reviewing the business we are doing with them and highlighting areas we can offer our services. Bi Annual presentations to the rest of the business division.
How would you deal with an unrealistic client deadline?
I would review my workload to understand whether I was able to meet the deadline and if not, manage my clients’ expectations through clear communication explaining when I would be able to complete the task
If you felt like a client was rushing you for a valuation report, what would you do?
Think about why they are rushing you, is there a valid business reason? It is a red flag so you would further scrutinise the CDD or EDD carried out. For example a reasonable cause could be a fund closing down.
