Client Care - L2 Flashcards
Client Care - Extract from Candidate Guide - Aug 2018 (updated Feb 2022)
What is client care?
The process of identifying clients and their behaviours to build a rapport. Including analysing the needs of the client/.
Why is client care important?
- Promotes trust in the industry and company
- Maintains client relationships to help build business
- Maintain a reputation in the industry
Can you tell me some of the principles of Client Care?
- Identify new and existing clients
- Understand the different types of clients and their needs
- Act in accordance with the RICS code of conduct
- Implement a complaints handling procedure
- Collect feedback
- Manage client accounts
What is are some of the RICS Complaints procedure considerations ?
- Carefully record all complaints
- Acknowledge the complaint within 7 days and listen to what the client is complaining about
- Apologise for the complaint but do not admit fault straight away.
- Acknowledge any preliminary notice within 21 days
- Respond meaningfully within 28 days
- If after your first notice, your client is not satisfied and you get a letter of claim, you must inform your insurer
- Go through the process of litigation etc if the claimant decides to take the complaint further
- Ref – RICS Guidance note ‘Complaints Handling’
If you were a sole practitioner, how would you handle complaints?
- Maintain and implement a clear and quick complaints procedure
- Acknowledge the claim within 5 days and let the client know when to expect a full response pending investigation.
- Request additional information if this is needed.
- Detail complaints procedure on all terms and conditions of engagement.
- Approve your procedure by the RICS and your insurer.
- Inform the client of the alternative dispute resolution methods if you cannot resolve the matter with your response. RICS Dispute resolution service.
- Keep and maintain a complaints log.
- As a sole practitioner, you must engage another surveyor in another firm to investigate the complaint.
What is a duty of care?
Moral and legal obligation to act in your client’s best interest with reasonable skill and care. If you need to do something out of your remit of expertise, you must inform the client that you are unable to perform a certain task and that additional consultants may be required if another member of staff cannot assist.
What is a client brief?
A recorded document that helps in guiding and animating any project. The brief explains the ins and outs of a project to the agent who is responsible for achieving the goals and targets.
What needs to be considered when preparing a fee quotation?
- Scope of service
- Terms of payment
- Complaints handling procedure
- Property details
- Client details
- Limitations
- Exclusions
With regards to client expectations and standards of service, what documents can you use to meet the level of service?
- RICS Rules of Conduct 2020
- RICS professional standards and guidance
- Client Money Handling
- Countering bribery and corruption, money laundering and terrorist financing
What is good customer care ?
It is a continuous process or concept of understanding client requirements, suggestions, complaints etc. and analysing it to find a solution suitable to client requirements and to enhance our own business.
Why is it important to establish good client relationship ?
it is important to build and continue a good relationship as this in turn allows for easier channels of commination and can increase trust and future business.
Have you ever advised a friend or neighbour ?
No I haven’t, I would not give them any advise and in turn I may not be insured for., I would have not checked to see if there is a conflict on interest etc. They should follow the normal procedure with terms of engagement.
How do you assist the client with making decisions?
- Provide the client with all the options
- Run through the advantages and disadvantages of each option
- Make recommendation
- Give the client time to think through all options
- Assist with any queries
How do you collect client feedback?
- Project review meetings to check in on performance
- Survey monkey at the end of a job
- Lessons learned at the end of a project
How do you address negative feedback?
I first ask to clarify why the client felt dissatisfied and then attempt to view it from their point of view. I apologise that the client feels that way and if I am at fault, I present the opportunity to make things right.
Why do you use phone calls and emails to confirm scope of services?
Where discussions take place over the phone, it is convenient for both parties to raise the relevant questions and address them promptly. I do not exclusively use phone calls but I will always follow up any verbal discussions with a written email so that there is a written record of what is agreed.
What information might you need to record from a client briefing?
- Scope of services
- Agreement of way forward
- Agreement of client brief and report
How do you deal with Customer Complaints?
Log the complaint in the complaints handling Blog. Raise the complaint with my immediate director/working on the project. If this cannot be resolved its raised to the other director. If this still cannot be resolved it is referred to the property ombudsman.
What is a quality assurance policy?
A statement of the company™s desired level of quality for a service or product.
What is ISO 9001?
A Quality Management System, which helps to manage and monitor quality across the business.
Does the RICS Publish Fee scales?
No, banned in 2000 as they were deemed to be un-competitive.
If a client is prepared to pay you in advance for service you were providing, how would you deal with this ?
Consider the regulations and guidance contained within the RICS Professional Statement – ‘Client money handling’
On what ground would you ask the client for additional fees ?
- Programme duration extension
- Scope of service changed
- Location or travel changed
- Additional attendance
- Value and scope changed
