Client Care Flashcards
Magdala – how did you define the brief?
The brief was defined verbally and formally in a briefing letter supported by the feasibility study.
Explain the council’s complaints handling procedure?
We will acknowledge your complaint within three working days. If you have made your complaint online, you will receive an immediate acknowledgement.
The Council aims to respond to complaints within the following timescales;
Corporate complaints (Have Your Say) - fifteen working days
If the complaint response is going to take longer than the above targets, you will be notified by the Council’s Customer Liaison Team and provided with the reason for the delay and a new response date.
What does beneficial ownership mean?
The person owns or controls a legal entity or arrangement such as a company – shares or voting rights.
Check who a beneficial owner is?
Requiring certificate incorporation or annual return for a company.
RICS regulated firm receives a complaint over the phone what should they do?
Repeat what they are hearing, record details promptly and clearly, who the communication is with.
Time period for RICS firm to respond to the complaint?
What is in the complaints handling procedure.
What happens if a complaint cannot be resolved?
Alternative redress provider
Give an example of an ADR provider approved by RICS standards and regulation board?
RICS DRS.
What would you do if a client asked you to complete work you weren’t competent to carry out?
Decline politely and define a scope of work within your competence and PI cover.
What information can you collect to measure and analyse the needs of a client?
Scope of works, timescales, geographical area of work, staff resources, meet PI cover.
Example of KPI?
Work on time, work to scope, to budget, re-works required.
RICS Rules relate to providing good quality and diligent service, give example?
Rule 3 – understand clients needs before accepting work, agree the scope of service and timescales.
