Client Care Flashcards
Give an example of when you provided good client care
How would you deal with an unrealistic client deadline?
Honesty - from the start I would make it clear that an unrealistic timeline could compromise the quality of service received and therefore I can’t meet it
I would ensure I don’t overpromise and underdeliver
How would you approach dealing with a non-technical lay client?
Office acquisition - there can be lots of technical jargon in this sector (Cat A +, perimeter trunking etc.) that can be difficult for a lay client to understand. I therefore ensured that I refrained from using technical terminology where possible and explained any technical terminology used by the landlord agents.
How would you deal with a client complaint?
I would confirm receipt of the complaint to the complainant within 7 days and ensure it is actioned within 28 days, as per RICS guidance.
I would inform my firm’s Complaints Handling Officer and the legal team too if necessary