Client care L2 Flashcards
What is client care?
Looking after the clients best interests and providing the best level of service that satisfies the clients needs
How can you provide good client care?
-professionalism
-competence
-punctuality
-trust
-reliability
-presentation
-regular communication
-review of services and standard of services
Why is client care important for surveying firms?
The majority of work is developed through repeat business from existing clients- important to maintain relationship and reduce the possibility of negligence claims
What is CPF?
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
How would you identify the needs of a client?
-Discuss with them their objectives
provide an example of good client care?
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.
How would you limit the risk of working witha client who may be financially unstable?
Credit check
Internet search
companies house
If your client asked you to lower your fees becasue of limited funding, what would you do?
The client would have to pay the fee for the level of services required, or reduce the scope of works.
How do you calculate a fee proposal?
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.
How do you identify a clients needs and expectations?
-Ask necessary questions and record clients responses
-Always ask for a brief from the client
- Ask for further clarification if required
How do you establish trust?
I am transparent and honest about my actions, only act within the parameters of my expertise and always act with professionalism.
How do you encourage repeat business?
-Provide high levels of service
-obtain feedback and act on it
-deal with any complaint honestly and quickly
What is Rule 3 of the Rules of Conduct?
Members and firms must provide a good quality and diligent service.
What’s the RICS Guidance on timescales to respond to and action a complaint?
Acknowledged within 7 days and investigated within 28 days.
Give me an example of how you’ve handled a complaint in your work?
I have not been in a situation when a complaint has occurred.
Can you identify who a client would be in your role?
Landowner
How do you comply with GDPR for Client data? Especially handling sensitive data
Protected filing system, do not discuss outside the office.
If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place?
Professional indemnity insurance
Employer’s Liability
Public Liability
Building Insurance
How do you choose a PI Provider?
RICS publishes a list of approved providers
What does an employer’s liability insurance cover?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
What does public liability insurance cover?
Covers you against actions of a third party
How do you refer a Client to your Complaints Handling Procedure?
It should be included within the Terms and Conditions of the contract to the Client
When will RICS investigate a complaint?
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
Reasons for RICS to investigate?
- Failure to utilise a Complaints Handling Procedure.
- Failure to disclose a conflict of interest
- Misuse of client’s money
