Client Care - Level 1 Flashcards
1
Q
• What are the values of the RICS?
A
- Act with Integrity
- High level of Service.
- Act in a way that promotes Trust
- Treat others with respect.
- Take responsibility.
2
Q
• Is customer care the same as duty of care?
A
- No
- Duty of care is where no harm comes to a person.
- Customer care is where the customer is satisfied with the service they receive.
3
Q
• What is your company’s complaints handling procedure?
A
- To log the complaint and pass to a senior member or the designated person who deals with the complaints.
- If the complain is not resolved then it is referred to The Property Ombudsman Service
- 7 days to deal with it.
- A further 21 days to update or deal with it.
- So basically a total of 28 days to provide a detailed reply.
4
Q
• Could long term client relationships have any negative aspects?
A
- No, as over time you have got to know exactly what your client requires.
5
Q
• What do you do if you don’t have required time available to assist a client?
A
- That would depend on what the client required.
6
Q
Who are your clients?
A
- A client is someone who purchases a product or service.
7
Q
What current challenges is Covid and/or Brexit bringing to Client Care?
A
- Not being able to meet with a client who would like to be at the property.
8
Q
• What is the difference between client and stakeholder.
A
- A client is someone who purchases a product or service.
- A stakeholder has a stake in the organisations performance.
9
Q
• Why is it important to understand the client’s instructions and expectations.
A
- So that you are able to deliver exactly what the client requires.
10
Q
What is the importance of having terms of engagement.
A
- So that it is clear to the client exactly what you are doing and what the client is receiving.
11
Q
Why is it important to have a complaints handling procedure?
A
- So that all complaints are dealt with fairly, consistently to hopefully resolved to the claimants satisfaction.
