Client Care Flashcards
What is client care?
Having the clients needs, service, requirements, vision and objectives at the forefront of your decisions and all within the public interest.
Providing the client the best service possible.
How do you handle a complaint?
Log the complaint in the complaints handling log.
Raise the complaint with the complaint handler (S1)
If this still cannot be resolved it is referred to the property ombudsman. (S2)
How do you record feedback?
Feedback should be formally recorded.
Client Satisfaction Questionnaires.
If feedback is negative, it should be verified and necessary action taken.
If a formal approach is required, this should follow the CHP.
A client wishes to pay you in advance for your services, what do you do?
I would set up a Client account, in line with the rules of Conduct for firms: Handling Client Money.
Account must have ‘Client’ in it.
Issue a statement of the account once it has been set up.
Agree with the Client how the monies will be drawn down.
Before every draw down obtain written consent.
Issue a revised statement every time I draw down money.
Once the works are complete, provide the Client with a reconciliation of the account, identifying when/how the monies were drawn down etc.
Return any left over monies.
If you were to set up your own practice what insurances would need to be in place?
Professional Indemnity Insurance.
Employers Liability
Public Liability
How would you choose the PI provider?
RICS publish approved providers and brokers.
Howdens PI Is the RICS’ preferable broker/provider.
What does Employers Liability Insurance cover?
Covers employers for compensation claims against you by employee’s for accidents or illness that occur during their work
What is third party liability insurance?
It covers you against actions of a third party.
It covers you if a member of the public makes a compensation claim against you because they believe that you are responsible for them having been injured, or for their property being damaged
How do you refer someone to your CHP?
Its referenced within the Terms of Engagement of the contract to the Client.
I would provide them with my firms procedure document.
What’s an Ombudsman?
An official (third party) appointed to investigate the complaint against the person or company.
What types of clients have you encountered?
Private
Public
What are the fundamentals of good client care?
A clear understanding of the objectives. A professional approach. Training / Competence Clear, concise communication. A quality assurance policy. Complaints handling procedure. Professional Indemnity Insurance.
What is ISO 9001?
ISO 9001 is defined as the international standard that specifies requirements for a quality management system (QMS).
Organizations use the standard to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements.
The International Standard is actually based on PDCA Cycle.
If a client wished to pay `you in cash what would you do?
As a company I would advise that we do not accept cash payments and request the payment be made via BACS or cheque.
Can accept up to 10,000 Euro which should be counted and receipted.
This is a red flag in relation to money laundering.
Client care vs Duty of care - what’s the difference?
Client care - caring for your client, treating well and meeting there requirements.
Duty of care - must not put client in danger, negligence etc even if this goes against there instructions/requirements.
E.g. Asbestos survey at Harley Terrace.
