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RICS APC - EVIE > Client Care > Flashcards

Client Care Flashcards

1
Q

What is good Client Care ?

A

The concept of practicing behaviours which are appropriate to establish good client relationships.

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2
Q

What is a key principal of Client Care?

A

“Ensuring communication
Honest and authentic
Focus on the individual
Acknowledgement of a dispute or mistake.
Acting in accordance with the RICS
Collecting feedback “

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3
Q

Give examples of good client care?

A

“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.”

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4
Q

How do you establish client objectives?

A

“1. Initial pre-start meetings
2. Agree objectives within the Terms of engagement.
3. Gain clarity on objectives through frequent corespondance. “

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5
Q

How do you act upon feedback from a client?

A

“1. Formally record it
2. Negative feedback should be clarified and nescessary action should be taken.
- Formal negative feedback should follow CHP.”

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6
Q

What should you clarify in regards to Client objectives ?

A

“1. Timeframes
2. Cost to carry out works/budget
3. Strategy and objectives
4. Desired final outcome
5. Quality “

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7
Q

What is a high standard of services in your opinion?

A
  1. Understanding client objectives
  2. Keeping clear and frequent communication throughout the instruction.
  3. Follow RICS guidance when issuing advice
  4. Keep up-to-date with news and current affairs and how these play a role in impacting your clients position.”
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8
Q

What are KPIs?

A

“Key Performance Indicators
Quantifiable measure of performance over a certain time period for a specfic objective.”

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9
Q

What happens if a complaint cannot be solved in house?

A

The complaint should be raised to an Alternative Dispute Resolution or an Independent Redress Scheme.

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10
Q

How do you go about delivering tough information to a client?

A

“Give the client the opportunity to ask questions
Aim to provide a solution or positive news as well
Follow up in writing.”

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11
Q

Tell me about AY’s Complaint Handling Procedure ?

A

“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.”

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12
Q

What are the rules firms relating to complaints handling ?

A

“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.”

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13
Q

How would you operate an effective complaints procedure ?

A

“1.Ensure the process is quick, clear and transparent.
2.Must be free and include an independent ADR approved by the RICS Regulatory Board and detailed in the Terms of Engagement.
3. Create a complaints log, acknowledge receipt within 7 days and investigate within 28 days.”

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14
Q

Who is your complaints officer ?

A

Ursha De Sousa

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15
Q

What is the Property Ombudsman?

A

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.

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16
Q

Why is client care important?

A

To form long-lasting client relationships and to maintain a good reputation.

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17
Q

What is a duty of care ?

A

Moral and legal obligation to act in your client’s best interest with reasonable skill and care.

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18
Q

How do you assist a client with making a decision?

A

“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.”

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19
Q

Who is a stakeholder ?

A

A party that has an interest in a company like Investors, employees, customers and suppliers.

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20
Q

What would the RICS investigate?

A

They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the global professional ethical standards and rules of conduct.

21
Q

What might the shortfalls be ?

A

“Failure to utilise a Complaints Handling Procedure
Failure to disclose a Conflict of Interest
Misuse of Clients Money
Failure to answer correspondance “

22
Q

If another company is cheaper, but the client wants to work with you how do you react?

A

The Client would have to pay the required price for the level of service required or reduce the scope of works involved.

23
Q

What is client care ?

A

The process of identifying clients and their behaviours to build rapport and analysing their needs.

24
Q

What are the different types of client ?

A

“One off clients
Private /public sector clients
Commercial Clients
Developers”

25
Q

What are some of the RICS Complaints procedure considerations?

A

“1. Carefully record all complaints
2. Acknowledge the complaint within 7 days
3. Apologise for the complaint but do not admit fault.
4. Ackowledge any preliminary notice within 21 days.
5. Respond meaningfully within 28 days.
6. If after the first notice the client is not satisfied and you recieve a letter of claim you must inform your insurer.
7. Go through the ADR process if the claimant decides to take the complaint further.”

26
Q

What is a client brief?

A

A recorded document that helps in guiding and animating any project. The brief explains the ins and outs of a project to the agent who is responsible for achieving the goals and targets

27
Q

What needs to be considered when preparing a fee quotation?

A

“Scope of service
Terms of payment
Complaints handling procedure
Property details
Client details
Limitations
Exclusions”

28
Q

Have you ever advised a friend or a neighbour?

A

No I haven’t, I would not give them any advice and in turn I may not be insured for., I would have not checked to see if there is a conflict on interest etc. They should follow the normal procedure with terms of engagement

29
Q

How do you measure Client care ?

A

Via a generic feedback form. This is then reviewed during weekly meetings.

30
Q

What sort of information do you include to your reports to clients?

A

“Site Inspection Report
Date
Address
Risk assessment
alignment with programme
Specification and progress o works
Health and Safety Matters”

31
Q

How do you collect client feedback?

A

“Project review meetings to check in on performance.
Survey monkey at the end of a job
Feedback form

32
Q

How do you address negative feedback?

A

“Ask the client why they felt dissatisfied
View the situation from their point of view
Only apologise if at fault
Present options to put things right”

33
Q

With regards to client expectations and standards of service, what documents can you use to meet the level of service?

A

“Rics ROC 2021
RICS professional standards and guidance
Client money handling
“

34
Q

What is good customer care ?

A

It is a continuous process or concept of understanding client requirements, suggestions, complaints etc. and analysing it to find a solution to client requirements and to enhance our own business.

35
Q

How does the type of client change how you manage a project and the relationship with them?

A

Each type of client will have a certain level of experience and expertise, this will directly affect the relationship you have with them and the level of work you will be expected to carry out on their behalf.

36
Q

How would you prepare a project brief ?

A

“1. Identify business objectives
2. Critical success factors
3. Expected outcomes
4. Timescales
5. Budget “

37
Q

If a client is prepared to pay you in advance for service you were providing, how would you deal with this?

A

Consider the regulations and guidance contained within the RICS Professional Statement - Countering Bribery, money laundering and terrorist finance.

38
Q

On what grounds would you ask the client for additional fees?

A

“1.Programme duration extention
2. Scope of service change
3. Location or travel change
4. Additional attendance

38
Q

How would you approach claiming additional fees from client ?

A

Arrange a meeting to discuss and confirm the additional services being presented. This should be formally agreed and defined prior to proceeding.

39
Q

What would you do if a client tells you that if you reduce your fee by X amount you will win the bid?

A

“This is infair competition
This does and will not promote trust in the profession
Could it be considered a bribe?
Respectfully decline and record details
Raise this with management.”

40
Q

Can you name some considerations when dealing with client money?

A

Client has access to fund account - named client X
Interest agreed in advance
Account ledger
See RICS Professional Statement ‘Client Money Handling’”

41
Q

What is the clients money protection scheme?

A

“Scheme through the RICS to protect the client to be reimbursed for any loss of funds.
It is generally split into 2 areas: General Client Money Protection and Residential Money Protection.”

42
Q

What is a complaint and why is it serious for surveyors ?

A

A situation that is unsatisfactory to the client. It can lead to loss of a client, damage to reputation and claims for negligence and or financial loss.

43
Q

When should you decline work?

A

“Conflict of interest
Outside of competence
Unlawful
Inability to complete within the time perameters.”

44
Q

What is included within a fee proposal ?

A

“Scope of services
Your Involvement
Timescales
Address
Team working on the project
Fees.”

45
Q

Are you aware of the RICS document in relation to complaints handling ?

A

Guidance note - Complaints handling 1st Edition, July 2016

46
Q

What is the reasonable time to resolve a complaint?

A

Within 28 days - If the complaint is not resolved within this period, it may be nescessary to take the complaint to a redress panel, arbitration scheme, financial ombudsman, property ombudsman.

47
Q

Give me some examples of the subject areas of the RICS guidance on Complaints Handling.

A

“1. The Value of the Terms of Engagement
2. Complaints handling procedure
3. Understand the requirement of your PII policy
4. Record Keeping
5. Identifying training need.”

RICS APC - EVIE (20 decks)

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