Client Care Flashcards
What is Client Care?
Providing a high level of service to clients and helping them achieve their goals
What are some principles of client care?
Identifying clients
Types of clients
Behaviours
Client account management
Client feedback
What is the RICS Complaints Handling Procedure?
Details issued to client
Clear/transparent - Form of Contract
Alert PI of complaint
Complaint dealt in 28 days
If not resolved, referred to a third party
What is your company’s complaints handling procedure?
Allocate complaint to correct person
7 days confirm receipt
21 days further notice of how complaint is resolved
If disatisfied refer to third party
Lessons learnt and review
How do you get repeat business?
High standard of service
Create relationships
Business development activities
Give an example where you provided good client care?
Work late Friday night
Informal meetings
Signed contract
How did you act upon client feedback?
Logged
Identified areas for improvement
Offer solutions
Example - more involvement
What are the requirements for handling client money?
Separate bank accounts
Monies available to client on demand
Client agrees to handling terms
What is a Client Brief?
A document highlighting clients goals; time, cost, quality
Principles of client care?
Clear understanding of client objectives
Clearly establish scope
Clear lines of communication
Being courteous and professional
Main services in scope?
Attend meetings
Prepare cost estimates
Advising on procurement and tendering
Client Care vs Duty of Care?
Client Care - Acknowledging the client is of prime importance
Duty of Care - Advise in the Client’s best interests
What is Duty of Care?
Reasonable care and no one is at risk due to negligence
What is Client Money?
Money that a firm holds or recieves from the client
