Client Care Flashcards
What is good Client Care ?
The concept of practicing behaviours which are appropriate to establish good client relationships.
What is a key principal of Client Care?
“Ensuring communication
Honest and authentic
Focus on the individual
Acknowledgement of a dispute or mistake.
Acting in accordance with the RICS
Collecting feedback “
Give examples of good client care?
“1. Listening to the clients objectives and requirements.
2. Listening and gaining formal feedback.
3. Understanding the clients position and their long-term goals and adapting a holistic approach.
4. Responding speedily to queries
5. Reporting back to the client regularly
6. Recording information on secure filing systems.”
How do you establish client objectives?
“1. Initial pre-start meetings
2. Agree objectives within the Terms of engagement.
3. Gain clarity on objectives through frequent corespondance. “
How do you act upon feedback from a client?
“1. Formally record it
2. Negative feedback should be clarified and nescessary action should be taken.
- Formal negative feedback should follow CHP.”
What should you clarify in regards to Client objectives ?
“1. Timeframes
2. Cost to carry out works/budget
3. Strategy and objectives
4. Desired final outcome
5. Quality “
What is a high standard of services in your opinion?
“Understanding client objectives
Keeping clear and frequent communication throughout the instruction.
Follow RICS guidance when issuing advice
Keep up-to-date with news and current affairs and how these play a role in impacting your clients position.”
What are KPIs?
“Key Performance Indicators
Quantifiable measure of performance over a certain time period for a specfic objective.”
What happens if a complaint cannot be solved in house?
The complaint should be raised to an Alternative Dispute Resolution or an Independent Redress Scheme.
How do you go about delivering tough information to a client?
“Give the client the opportunity to ask questions
Aim to provide a solution or positive news as well
Follow up in writing.”
Tell me about AY’s Complaint Handling Procedure ?
“1. Details of the Complaint must be made in writing and a written summary should be made to the legal counsel.
2. The complainant will be contacted within 7 days to acknowledge the complaint and invite them to share further comments.
3. Within 28 days of reciept of the complaint the complainant will be contacted and informed of the outcome of the investigations and the action that is being taken.
4. If the complaint still cannot be satisfied we will refer the matter to out ADR which is the RICS alternatives disputes resolution service and the property ombudsman.”
What are the rules firms relating to complaints handling ?
“This can be attributed to many of the rules. One example includes :
Rule 5 - Members and firms must act in the public interest, take responsibility for their actions and act to prevent harm and maintain public confidence in the profession.”
How would you operate an effective complaints procedure ?
“Ensure the process is quick, clear and transparent and transparency and impartiality is implimented.
Must be free and include an independent ADR approved by the RICS Regulatory Board and detailed in the Terms of Engagement
Create a complaints log, acknowledge receipt within 7 days and investigate within 28 days.”
Who is your complaints officer ?
Ursha De Sousa
What is the Property Ombudsman?
They are an independent redress provider who consider the complaints on a case by case basis. They are not regulators and have no power or authority to take legal action or impose fines.
Why is client care important?
To form long-lasting client relationships and to maintain a good reputation.
What is a duty of care ?
Moral and legal obligation to act in your client’s best interest with reasonable skill and care. If you need to do something out of your remit or expertise you must inform the client that you are unable to perform a certain task that additional consultants may be required if another member of staff cannot assist.
How do you assist a client with making a decision?
“Provide the client with all the options
Run through the advantages and disadvantages of each option
Make recommendations
Give the client time to think through all the options
Assist with queries.”
Who is a stakeholder ?
A party that has an interest in a company and can either affect or be affected by the business. The primary stakeholders in a typical organisation are Investors, employees, customers and suppliers.
