Client Care Flashcards
What is Client Care?
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
Give me an example of a excellent client care?
Counicl Tax Billing request, Customer asked about payments methods which is outwith my knowledge but the billing department do not have facility for incoming calls and client was not computer literate. I when on to the council tax website and gave her the information related to her band, and reilef that she may be intitled too. Then I I took all details and informed the customer I would contact Council tax billing department and request a call back. I then gave the customer my direct contact details and infromed her if she was not contacted in the next few days to contact me and I would escilate it.
How do you deal with Customer Complaints?
Inform of the council compaliant handling procedure ( 2 stages) and infrom my immediate manager.
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.
How do you choose your PI Provider?
RICS publishes a list of approved providers.
what other insurance would you need to have if you had your own premises?
- Employers Liability Insurance.
- Third party Liability Insurance.
Can you give me more detail on what Employers Liability Insurance covers?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
Can you tell me more detail on what Third Party Liability Insurance covers?
Covers you against actions of a third party.
You mention Ombudsman, what is this?
An official who is appointed to investigate individual’s complaints against a company or organisation.
What will the RICS investigate?
They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.
what might the shortfalls be?
Failure to utilise a Complaints Handling Procedure.
Failure to disclose a Conflict of Interest
Misuse of Clients Money.
Failure to answer correspondence.
You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?
An example of a conflict of interest would be an appeal for non domestic or domestic property. Where the proposer was a family member or close friend.
Why would you use a Key Performance Indicator?
To provide a quantifiable measurement to indicate progress and targets
To ensure that the company requirements are met, and if not why.
What are the five steps for setting up a successful Key Performance Indicator Process?
Planning, to clearly establish what needs to be improved.
Analysis, to gather data and determine how big the task of achieving the KPI is.
Action, to develop and implement improvement plans.
Review, to monitor actual performance against performance targets.
Repeat.
How do you establish your Clients Objectives?
Client Questionnaires.
Key Performance Indicators.
Pre-start meetings.
Brenchmarking.
Good, clear communication.
