Client Care Flashcards
What do you understand about client care?
A continuous process or concept of understanding the clients requirements, suggestions and complaints etc. and analysing to find a solution suitable to the clients requirements to enhance service delivery
Why is client care important?
- To retain existing clients
- Reduce the likelihood of conflict
- Maintain strong reputation within the industry
How should you conduct yourself with a new client?
- Polite and well mannered
- Well presented
- Respectful
- Friendly and enthusiastic
What is a key stakeholder?
A person or organisation who has an interest in the project
What information would you expect to see within a clients brief?
- Services required
- Insurances required
- Terms of appointment
- Fee
- Duration of appointment
What might be excluded from a fee?
- VAT
- Disbursements
- Claims
What information would you include in putting together appointment documents for a new professional commission?
- Scope of service
- Terms of appointment
- Basis of pricing
- Information on team including CVs and qualifications
- Project details
- Timescales
- Insurances
What is a complaint?
An expression of dissatisfaction
How to complain about a RICS member or firm?
- Raise initial concern with member
- Complain directly to member or firm via complaint handling procedure
- Complain directly to RICS
Should you notify your insurers following receipt of a complaint?
Yes - ASAP (subject to terms of insurance cover)
How do you deal with a customer complaint?
- Allocate the complaint to appropriate person as per company procedure
- Appoint a person to carry out investigation
- Respond in the identified timescales
- Identify the outcome and course of action to rectify or close out complaint
- Communicate the outcomes
- If complainant is still unhappy, propose the alternative dispute resolution (approved by the RICS)
- Communicate lessons learnt internally
What is clients money?
Money held which is in favour of somebody else
If a client was prepared to pay you in advance for your services, how would you ensure that was dealt with?
- Ensure the RICS Client Handling Money Procedures are followed
- Notify the RICS
- Set up a separate bank account named “Client - (Client details)”
- Ensure the account only contained money of that specific client
- Ensure the monies is immediately available to the client.
- Agree the structure to drawdown the money
- Notify the client prior to drawdown
- Issue a reconciliation once money has been drawn down
- On completion of the services, ensure all monies are returned to the client immediately
- Any interest on the money should be clearly identified prior to acceptance
Purpose of keeping client money?
- Insolvency
- Can be easier for the client
- Death of a sole practitioner
