Client Care Flashcards
Who are the ‘ Clients’ in client care?
A client, a colleague, third party (lawyers)
What is the main difference between clients and customers?
Customers purchase goods/services (typically one-time transactions); clients seek professional services and aim for long-term relationships.
What are key behaviors for establishing good client relationships?
- Understanding their objectives and requirements
- Listening to their long-term goals
- Analyzing the data
- Defining the needs of the client
What behaviors help maintain a good client relationship?
- Delivering work on time
- Delivering high-quality work
- Regular communication
- Proactive problem solving
- Presenting well, polite and respectful
- Confidentiality
- Building trust
List 4 systems/procedures are essential for managing client care?
- Seeking feedback (formal/informal, anonymous survey)
- Peer review
- Standardized format of documents and branding
- Regular reporting
- Good file storage systems
- Ensuring good staff cover when on leave
- Complaints handling procedure
What are the key points of the RICS Complaints Handling Professional Standard (2016)?
- Take all complaints seriously
- Signpost client to CBRE Complaints Handling Procedure
- Record the complaint in a log
- Notify the PII as soon as possible
- Handle the complaint in a timely manner
- Offer Alternative Dispute Resolution Service if unresolved
- Report serious breaches to RICS regulation
What is the timeline for acknowledging and investigating complaints according to CBRE Complaints Handling Procedure?
Acknowledged within 7 days, investigated within 28 days
Who is the first point of contact for complaints in the CBRE Complaints Handling Procedure?
Complaints handling officer, typically Director on the instruction
What does ‘duty of care’ refer to?
Ensuring another party does not suffer harm or loss due to a breach of contractual obligations
How is a complaint defined?
Any expression of dissatisfaction
What are explicit requests from clients?
Clear and direct requests stating what they need and want
What are implicit requests?
Requests that are not stated but can be inferred from behaviors or conversations
What is a Client?
Refers to a person who looks for professional service from a business. Typically both sides will work on long term goals and look to form long lasting relationship
How do you ensure that you understand the clients needs and expectations?
Understanding their objectives and requirement. Listening to their long-term goals (holistic approach). Analysing the data
Define the needs of the client
How do you handle a situation where the client is not satisfied with the service you are providing?
Signpost the client to CBRE Complaints Handling Procedure and Complaints handling officer - Director on the instruction
Record the complaint in a log
Notify the PII asap - as could lead to a claim for negligence
If you cannot resolve the complaint offer an Alternative Dispute Resolution Service
