Client Care Flashcards
How do you define a clear brief with the client?
Understand their priorities - Time / Cost / Quality.
Consider if the client is informed or uninformed, and ensure they have all information.
Identify any requirement for third party involvement.
What is ISO 9001?
A quality management standard. Globally recognised.
What does ISO stand for?
International Organisation for Standardisation.
How has your firm achieved ISO 9001?
Standardised templates for various instructions.
Individual codes for each report.
Set file organisation depending on work instruction.
What is your firm’s complaints handling procedure?
The complaint needs to be put in writing.
It will be acknowledged within 7 days in writing by the complaints handling officer.
Investigated internally.
Outcome of the complaint will be given within 28 days.
If the complainant is not satisfied with the outcome, it would progress to stage 2 of the complaints handling procedure which is an independent redress mechanism.
Who is your company’s redress mechanism person?
Property Obundsman (because we manage residential works).
RICS DRS (Dispute Resolution Service).
What is a service proposal usually made up of?
Clear definition of service and exclusions.
Fee and time scales.
Third party information / surveys required.
Generic and specific T&Cs.
Why should you record all conversations?
To refer back to if disputes or confusions arise.
How can you record all conversations?
Audio record with consent, or take minutes.
How did you tailor a valuation document for the client in Salwick?
There were many properties. I broke the valuation down per property and illustrated the retention reduction per property to assist with their finance team’s processes.
What are options appraisals?
A way of ensuring that you maximise the chances of securing the objectives for your service by identifying the most appropriate set of actions or outcomes, but still reducing the cost.
What is PI insurance for?
To protect clients against professional negligence.
What is the amount of cover required on PI insurance?
This is determined by annual turnover from the previous tax year.
Three tiers:
£100k or less - £250k cover
£100,001 - £200k - £500k cover
More than £200k - £1m cover
What do you look for when assessing a contractor’s suitability, other than a PQQ form?
Skills, Knowledge, Experience
