Client Care Flashcards
Important considerations for Level 1 Client Care
Identifying all clients/colleagues/third parties who are your clients and the behaviors that are appropriate to establish good client relationships
The systems and procedures that are appropriate for managing the process of client care, including complaints
The requirement to collect data, analyse and define the needs of clients
Important considerations for Level 2 Client Care
How to identify new clients
How to implement systems for client care including complaints
Consider how you look after and report to your clients and provide some examples of good client care
Examples of Client Care?
Understanding your clients objectives and requirements
Listening to the client and seek formal and informal feedback from clients
Understanding the client position and longer term goals adopting a holistic approach
Responding speedily to queries and regular reporting systems and information/filing systems
Examples of Client Care?
Understanding your clients objectives and requirements
Listening to the client and seek formal and informal feedback from clients
Understanding the client position and longer term goals adopting a holistic approach
Responding speedily to queries and regular reporting systems and information/filing systems
What are your firms divisional standards?
Providing a consistent level of service
Undertaking a terms of engagement to understand the clients objectives
COI
Managing the instructions
Keeping the client informed
Confidentiality
What is recorded in the terms of engagement?
Scope of works
Will be specific to the area in which the work is being undertaken
Fee structure
Time frame if appropriate
What are KPIs?
Key Performance Indicators
Quantifiable measure of performance over time for a specific objective
What is your firms complaints handling procedure?
Contact head of division
Acknowledge receipt of the complaint within 3 days
Within 10 working days the head of division will inform the complainer about the outcome and action taken
If they are dissatisfied then the managing partner can conduct a separate review and get in contact within 10 working days
If unsatisfied then an independent redress system will be provided which is The Property Ombudsman
They have to be notified within 12 months
Please talk me through where you have
Please talk me through where you have
