Client Care Flashcards
What is your firm’s complaint handling procedures?
Our CHP has two stages.
Stage one of the CHP gives our firm the opportunity to review and consider your written complaint in full.
Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response,
you will have the opportunity to take your complaint to stage two.
Stage two gives you the client, the opportunity to have your complaint reviewed and considered by an
independent redress provider, approved by RICS.
Acknowledge complaint within 7 days.
Full response in further 21 days. (28 days total).
How would you deal with a difficult customer?
I would listen to the customer to understand what the issue was and if there was anything we could do to help. If possible I would document the interaction in writing, and if necessary I would refer the matter to one of my senior colleagues / directors.
Give me an example of when you have sought client’s feedback and acted upon it?
73 Ingate Place. I managed an industrial letting on behalf of a client. I asked the client if they were happy with the service we were providing. They asked if we could provide more regular updates on activity. I explained that while our standard policy was to issue fortnightly written reports to all clients, I would be happy to schedule a fortnightly phone call in between, so that the client had at least one update a week on the instruction.
At Compass House, Wandsworth tell me how you managed the client’s expectations?
I met the client at Compass House to discuss a proposed lease assignment. He ran a travel company who were not able to continue occupying the office. With around 18 months left on the lease I agreed that I would market the assignment for the remainder of the term. I advised the client that due to the relatively short term nature of the lease it would not be easy to secure a tenant, but I kept the client fully up to speed on all marketing activity, viewings and market commentary throughout the process.
What is the difference between a client and customer?
A client is anybody who you are providing ADVICE to . Clients will have a contractual relationship and pay a fee for a professional service.
A customer is simply anybody who purchases a product or service.
Why is record keeping so important?
Accurate property details and contact details are essential to keep up with the market.
It is also important to keep a thorough audit trail of correspondence to demonstrate diligence and protect against any future claims against your firm.
How would you build a relationship with the client?
MAKE Meet face to face where possible. Actively listen to the client's needs. Keep in regular communication. Establish a rapport.
How do you identify a client’s needs?
Active listening. Asking targeted questions to help identify their most important requirements.
