Client Care (L2) Flashcards
What is client care
Always a high standard of service: is a surveyors duty. BYE LAW 5 is conduct.
What are terms of Engagement
A framework for an agreement of work.
Check competence
COI
Include DD, assumptions, limitations, fees, timings, scope of service, CHP, PII)
Why is it imperative TOE is signed?
To ensure PII covers it.
What is a scope of works
General expectation for the outcome and quality of work: includes deliverables, schedules, responsibilities.
What is a fee proposal?
Services proposed and fees
Must be CONSISTENT and COMPARABLE
Include personnel
PII
Fee setting and structure
Chargeable expenses
Conditions
Under CDM, whose responsibility is it to assess competence for their appointments?
The clients’
What do you do to ensure high standard of client care?
Cost control monitoring, even when project is out of my scope.
CONDITION DISCHARGE tracker.
Track progress, compare performance and assess client satisfaction in a site handover meeting.
Whcih ROC does client care relate to?
1
2
3
What is a COI? And how should you handle one?
Compromised impartiality.
Get facts. Can this be managed transparently?
Set out in writing. Inform how to manage it.
Get written consent. With management proposal eg: separate staff, passwords, compliance officer to oversee.
What RICS literature is there on COI? And what does it outline ?
Professional Standard Conflicts of Interest 2018.
Advises Records of compliance and systems in place.
Does your client accept cash.
I am aware my client accepts cash through deposits but in my role I do not.
I am aware you’re legally allowed to accept up to €10k.
Money Laundering Reporting Officer - CEO.
What is a complaint?
Expression of dissatisfaction by the client or anyone owed a duty of care.
What did you learn on the customer journey CpD?
Importance of the customer throughout the development process.
What is a CHP? And what should RICS reg firms do?
Approval of CHP by SRB
Publish CHP, ADR and complaints log.
RICS member at non RICS firm to publish this.
What is the RICS literature on CHP and what does it outline?
Complaints handling Guidance Note 2016
Outlines importance of TOE.
Clarity, PII, independent redress details.
Response times to a complaint (7 days to acknowledge and investigate in further 21 days).
