Client Care Flashcards
When setting up a new practice, what procedures would you put in place to ensure good client care is provided?
- Formulising TOE’s and clear communication with client, confirming timescales, resourcing adjustments and obtaining relevant information
- procedures for obtaining regular client feedback and holding monthly meetings to review and act upon that
- report to clients using agreed and consistently formatted documentation that has been tailored to meet the client’s requirements
Why is client care so important?
Likely to retain existing clients and develop new business leads
If there if a failure to provide good client care, can lead to complaints, bad reviews or PII claims which can be costly and stressful
On receipt of a formal written complaint, what would you do?
Refer to my firms complaints handling procedure and notify the complaints officer.
Issue a copy of the Complaints handling procedure.
Contact and notify the client that you have received their complaint and are working towards rectifying it.
Notify PI insurers
Then attempt to address the complaint, but i you can’t, this would referred to redress mechanism (RICS redress scheme).
What is a complaint and why is this a serious topic area for surveyors?
A complaint is a statement that a situation is unsatisfactory or unacceptable to the client.
It is serious because RICS require it to be dealt with and it could cause loss of reputation, PII claim or loss of clients.
What is meant by Duty of Care?
Ensure than another party does not suffer harm or loss that can arise as a result of a breach on contractual obligations.
Tort of negligence can be used for the courts to determine the duty of care that is owed by applying aspects of common law, where no contract is in place.
What is the difference between a client and a customer?
Customer - individual who purchases goods or services from a company (usually one off transactions)
Client - person who looks for a professional service from the business
How do you conduct yourself with a new client?
I ensure I am always friendly, engaging and enthusiastic.
Inquisitive about challenges the client may be facing
Ensure I am well presented, conscientious and respectful
Can you give me an overview of your quality management procedures?
Peer review process
Standard templates for certain jobs
Accessible file system so in your absence, someone can have access to all information
Handover procedures for staff leaving
Client performance feedback
What is your firms procedure on obtaining client feedback?
Regular day to day communication with the client
Use of KPI’s
Timescales
What is a KPI?
Key Performance Indicator is a measurable value on how effectively a company has achieved it’s business objectives.
Evaluate success.
What is client money?
Money received or held on behalf of another person that is not immediately due or payable
Why is it important to understand the scope of work?
Why is it important to continue in communication with the client throughout a job?
Can you outline what the RICS Professional Standard on Countering Bribery and Corruption, Money Laundering and Terrorist Financing?
