Client Care Level 1 Flashcards
How do you obtain a client’s brief?
used to agree terms of engagement, scope of work, required outputs, deadlines, identify business problem, define expected end results
How do you gain an understanding of a clients requirements?
Discuss with client as well as desktop research
How do you meet their expectations?
Make my role and capabilities clear from outset, be honest if asked to do something not within my scope
How would you compromise your professional duty?
Rule 1 Code of Conduct, Advise to be clear and concise and transparent, professional obligations come before commercial considerations. Should turn down instructions that conflict with professional obligations. Give impartial timeframe advice free from external pressures
How do you adapt your approach?
understanding the client and their needs, tailoring my care, reporting and communication strategy, simpler terms for public/ /individuals, more technical language for advanced professional client
What are some KPIs?
Meeting deadlines, reporting within timeframes, hitting targets and objectives
How do you feedback lessons learnt?
Good communication with client throughout project, important parts in writing
What behaviours in your working life should you expect to show good client care practice?
meeting targets, being honest, providing advice
What would you consider necessary to consider if you are setting up a complaint handling procedure?
Who in the firm deals with complaints, complaints made in writing, stages of the complaints handling procedure, timescale, redress scheme, PII
What do you understand by the term corporate social responsibility?
Organisation can impact influence and control huge numbers of people, should aim to positively impact environment and communities
Does your company have such a policy?
RBC has a CHP + Social Responsibility - corporate strategy details projects and goals.
What current challenges is Covid and/or Brexit bringing to Client Care?
Less clients, less work, keep possible principles informed if they could effect the project. money laundering checks.
What is the RICS Complaints Handling Guidance note?
Considered best practice, assist members to reduce and better deal with complaints, alternative dispute resolution, example of how to handle a complaint well, reflective practices.
What is covered in the RICS guidance note Countering bribery, corruption, money laundering, and terrorist financing
1 Mandatory requirements for anti-bribery and corruption and for anti-money laundering
and terrorist financing.
2 Guidance setting out supporting good practice for anti-bribery and corruption and for anti-money laundering and terrorist financing.
3 Supplementary guidance on some of the concepts described in parts 1 and 2.
