Client care L2

Question 1

What is client care?

Answer 1

Looking after the clients best interests and providing the best level of service that satisfies the clients needs

Question 2

How can you provide good client care?

Answer 2

-professionalism
-competence
-punctuality
-trust
-reliability
-presentation
-regular communication
-review of services and standard of services

Question 3

Why is client care important for surveying firms?

Answer 3

The majority of work is developed through repeat business from existing clients- important to maintain relationship and reduce the possibility of negligence claims

Question 4

What is CPF?

Answer 4

client performance feedback- process of gathering and acting on feedback.
-sets standards
-identifies areas for improvement
-encourages open discussions
-opportunities to gain future work for the company

Question 5

How would you identify the needs of a client?

Answer 5

-Discuss with them their objectives

Question 6

provide an example of good client care?

Answer 6

When selling a subject to planning site in Potton, Bedfordshire I built a strong relationship with the client and communicated effectively all offers to him along with our advice. This provided the client with the relevant information to make an informed decision on which party to proceed with.

Question 7

How would you limit the risk of working witha client who may be financially unstable?

Answer 7

Credit check
Internet search
companies house

Question 8

If your client asked you to lower your fees becasue of limited funding, what would you do?

Answer 8

The client would have to pay the fee for the level of services required, or reduce the scope of works.

Question 9

How do you calculate a fee proposal?

Answer 9

Review the work involved, and commision based on the level of information provided. Calculate time and personnel required to undertake the work and then apply the hourly rate and overheads & profit.

Question 10

How do you identify a clients needs and expectations?

Answer 10

-Ask necessary questions and record clients responses
-Always ask for a brief from the client
- Ask for further clarification if required

Question 11

How do you establish trust?

Answer 11

I am transparent and honest about my actions, only act within the parameters of my expertise and always act with professionalism.

Question 12

How do you encourage repeat business?

Answer 12

-Provide high levels of service
-obtain feedback and act on it
-deal with any complaint honestly and quickly

Question 13

What is Rule 3 of the Rules of Conduct?

Answer 13

Members and firms must provide a good quality and diligent service.

Question 14

What’s the RICS Guidance on timescales to respond to and action a complaint?

Answer 14

Acknowledged within 7 days and investigated within 28 days.

Question 15

Give me an example of how you’ve handled a complaint in your work?

Answer 15

I have not been in a situation when a complaint has occurred.

Question 16

Can you identify who a client would be in your role?

Answer 16

Landowner

Question 17

How do you comply with GDPR for Client data? Especially handling sensitive data

Answer 17

Protected filing system, do not discuss outside the office.

Question 18

If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place?

Answer 18

Professional indemnity insurance
Employer’s Liability
Public Liability
Building Insurance

Question 19

How do you choose a PI Provider?

Answer 19

RICS publishes a list of approved providers

Question 20

What does an employer’s liability insurance cover?

Answer 20

Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

Question 21

What does public liability insurance cover?

Answer 21

Covers you against actions of a third party

Question 22

How do you refer a Client to your Complaints Handling Procedure?

Answer 22

It should be included within the Terms and Conditions of the contract to the Client

Question 23

When will RICS investigate a complaint?

Answer 23

RICS will consider whether there is sufficient information to suggest that a Regulated Member may have breached the Bye-Laws, the Rules of Conduct (the Rules), and/or professional standards

Question 24

Reasons for RICS to investigate?

Answer 24

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a conflict of interest
• Misuse of client’s money