Client Care L3

Question 1

Prior to working with a new client, what pre-appointment checks would you undertake (7)

Answer 1

• Ensuring I am sufficiently knowledgeable, skilled and competent to carry out the work required.
• This includes being able to access additional resources and having adequate time to meet any client deadlines.
• If I do not feel I can meet any of these requirements then they should liaise with the client to amend the scope of service or alternatively refer the client to a more experienced or suitable professional.
• Checking for conflicts of interest in line with the RICS professional statementConflicts of Interest.
  -Anti-money laundering checks, in line with the RICS professional statementCountering Bribery and Corruption, Money Laundering and Terrorist Financing(1st edition).
• Ensuring that the firm has sufficient PII insurance to cover the value of the instruction.
• After these checks have been successfully undertaken, I would formalise the engagement in written terms of engagement. These must be signed by the client, either in hard copy or electronic form.

Question 2

When setting up a new practice, what procedures would you put in place to ensure good client care was being provided (3)

Answer 2

• Processes for formalising terms of engagement and clear communication lines with the client including confirming timescales and obtaining any information required by the client
• Set up procedures for obtaining regular client feedback and ensuring this is acted on by holding monthly client performance reviews
• Procedures to keep clients information confidential and using non-disclosure agreements to protect client confidentiality if required

Question 3

Why is client care so important (3)

Answer 3

• Practices which provide excellent client care are likely to retain existing clients and develop new business leads
• A failure to provide good client care could lead to client dissatisfaction and lead to PI claims for professional negligence
• Formal complaints can be stressful and costly which could result in a poor working environment and reduced staff performance

Question 4

On a receipt of a formal complaint from a client in writing what should you do (5)

Answer 4

• Arrange a call with the client ASAP to notify them you have received the complaint and you are working to rectify the issues
• Reissue the client a copy of my firms complaints handling procedure for reference
• Report the complaint to a senior staff member or to the designated complaints handler
• Notify our PI insurance
• If the matter cannot be resolved it would need to be referred to the RICS independant redress mechanism

Question 5

What is a complaint and why is it a serious topic for surveyors (4)

Answer 5

• A complaint is a statement that a situation is unsatisfactory or unacceptable to the client
• They can be made formally in writing or verbally
• Practices have an obligation to inform their PI insurance
• RICS require complaints to be handled in line with their firms complaint handling procedure

Question 6

What is meant by the term ‘Duty of Care’

Answer 6

• A duty of care is to ensure that another party does not suffer harm or loss that can arise as a result of a breach of contractual obligations

Question 7

What is the difference between a client and a customer (3)

Answer 7

• Customers purchase goods and services from a company, they are one time transactions
• Clients refers to a person who is looking for a professional service from the business
• A customer engaging in a transaction with a company will not have the same relationship as a client

Question 8

How would you conduct yourself with a new client (2)

Answer 8

• Be friendly, engaging and enthusiastic
• Well presented, polite, conscientious and respectful

Question 9

Provide an overview of your quality management procedures (4)

Answer 9

• Peer review process
• Standardisation format of documentation
• Accessible file storage system
• Client performance feedback

Question 10

What is your firms procedure for obtaining client feedback (4)

Answer 10

• Client performance reviews taking place every quarter
• Use of KPIs
• Regular day to day informal communication with the client

Question 11

What is meant by the term KPIs (2)

Answer 11

• A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives
• KPIs can be used at multiple levels to evaluate their success at reaching targets

Question 12

What are the objectives of the professional statement Client Money Handling 2019 (4)

Answer 12

• RICS members and firms understand their obligations in reference to client money handling to ensure that:
• Client money is kept safe
• Client money accounts are used for appropriate purposes only
• RICS regulated firms have the appropriate controls and procedures to safeguard clients money

Question 13

What is meant by the term client money (3)

Answer 13

• Money of any currency whether in the form of cash, cheque or electronic transfer
• An RICS regulated firm hold or receives on behalf of another person or company that is not immediately due or payable
• Client money excludes fees paid in advance for professional work