Client Care Flashcards

1
Q

Give an example of when you provided good client care

A
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2
Q

How would you deal with an unrealistic client deadline?

A

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

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3
Q

How would you approach dealing with a non-technical lay client?

A

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.

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4
Q

How would you deal with a client complaint?

A

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

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5
Q
A
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