Client Care Flashcards
1
Q
Why is client care important?
A
- Leads to fewer complaints
- To maintain integrity
- To provide good quality, diligent service
- To maintain confidence and trust in profession
- To retain business
- Can lead to recommendations to other clients
2
Q
How would you deliver good client care?
A
- Listen to clients
- Understand their objectives
- Promptly respond
- Report and provide feedback regularly
3
Q
What checks should be undertaken before taking on a new client?
A
- Competency check
- Conflict of interest check
- VAT registration number and VAT election status
- Non-Resident Landlord Scheme and CIS.
- Arrange documents for TBS
- Set up management files
4
Q
What insurance requirements are you aware of (both legal and RICS)?
A
- Professional indemnity insurance
- Public liability insurance
- Buildings insurance
- Contents insurance
5
Q
Explain formal communication systems with clients and stakeholders you are aware of?
A
- Emails
- Client reporting
- Updating client systems
6
Q
What KPIs might you agree with a client to monitor performance?
A
- Completing new lease/variations input forms to ensure client system updated
- Ensuring rent and sc invoices raised within a set date
- Ensuring contractor invoices are paid within a set time
- Client specific KPI’s for completing budgets and recs
7
Q
How do you prevent money laundering?
A
- Asking for proof of identify when receiving funds from an unusual source/ unknown name.
- Checking the name on the account matches the bank account name
- Investigate unusually large funds from an unknown source.
8
Q
Who would you report money laundering to?
A
- Internally- to my companies money laundering officer.
- Externally- a serious organised crime agency.
