Client Care - Level 1 Flashcards
Tell about why it is important to develop long-term client relationships.
Understand the client better, tailor service to their requirements, build trust and results in returning business and further business.
Tell me about the different stakeholders you have come across in your
role.
Lender clients, surveying clients, estate agents, vendors, legal advisors, fellow professionals (Structural engineers, damp and timber, wall ties etc)
Tell me about how you have tailored your client care to one of these
stakeholders.
Level 2 & 3 Clients, speaking to before to clarify the service they are requesting is the right one for them, any concerns they have and speaking to post report.
Speak to lender clients where they have risk managers to discuss potential concerns with a site etc.
Why is it important to you to set objectives?
Important that you and the client understand the parameters you are working to. What the brief is and the time frame for meeting the brief. SLA’s etc.
Tell me about your duty of care towards your clients.
There is an obligation not to breach the duty of care (that is, the duty to behave as a reasonable person would behave in the circumstances) which the law says is owed to those who may foreseeably be injured by any particular conduct.
Smith vs Bush
•The standard of care applied is that of the reasonably competent surveyor with reasonable skill and experience in the field in which he or she hold themselves out as competent to practise (but not the best practitioner in the field). Think about Global Professional and Ethical Standards …
Explain formal communication systems with clients and stakeholders you are aware of.
Dataweb, IONA. Two step authentication process.
How have you defined your scope of services within the limits of your competence and PI insurance?
TBC
How do you set fees?
TBC
How have you used standard forms of appointment?
What mechanisms are contained within an appointment document?
TBC
What insurance requirements are you aware of (both legal and RICS)?
TBC
How are stakeholders identified?
How do you establish their status within a project?
TBC
Explain formal communication systems with clients and stakeholders you are aware of.
TBC
What KPIs might you agree with a client to monitor performance?
TBC
How do you gather data during the inception stage of a project, including client briefings and site based information? (N.b. Also see questions about complaints handling, client money protection and conflicts of interest in Ethics competency).
TBC
