Client Care Flashcards
What is client care?
Making sure behaviours towards clients are impeccable
While establishing and maintaining strong working relationships
Dealing with complaints in the correct manner
Why is maintaining strong relationships important?
Maintain incoming work
Promoting trust in the profession
Increasing efficiency
How do you regularly contact your client?
Progress meetings
Updates through email
Who do you owe a duty of care to?
A surveyor owes their client a duty to exercise reasonable skill and care
contract and tort
How would you deal with a compliant?
I would firstly contact my line manager
Log compliant to compliance.
I would then ask the compliant to be sent to the compliance office at my firm inline with our compliant handling procedure.
What is your complaints handling procedure?
On receipt of a compliant, the compliance office has 7 days to confirm in writing they have received the compliant.
Within 28 days the compliant will answered with results from an investigation by the compliance team.
If the client is not satisfied there is a period of negotiation
still not resolved then its a referral to Arbitration produce for surveying disputes.
In your golders green example about discussing the resi market. How did you look after and initially report to client?
Set deadlines for draft and final submission
I kept my client informed through out by email
Q/A through telephone
What was the golders green instruction regarding? what was the purpose of the valuation?
A valuation of multiple resi and commercial properties in north london.
Secured lending
Can you give me another example of good client care?
Victoria Nova North. Top secret government office.
Had to maintain information confidential
Remained responsible
Kept the relevant party informed when I completed the FOR. Lead to no missing of deadline/fines.
If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?
- I would that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
- I would issue a statement of the account once it has been set up.
- I will agree with the Client how the monies will be drawn down.
- I would issue a revised statement every time I draw down money.
- Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.
What other insurance (apart from indemnity) would you need to have if you had your own premises?
Employers Liability Insurance.
Third party Liability Insurance.
Can you give me more detail on what Employers Liability Insurance covers?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
Can you tell me more detail on what Third Party Liability Insurance covers?
Covers you against actions of a third party.
How do you refer a Client to your Complaint Handling Procedure?
It should be included within the Terms & Conditions of the contract to the Client.
What will the RICS investigate in a compliant?
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 the Rule of Conduct.
