Client Care - Level 2 Flashcards
What components must a CHP include?
RICS provides a template to assist firms which states;
- complaint reviewed by senior member of firm or complaints officer
- the compliant reviewed by independent 3rd party
- notify PI insurer of complaint
- must include the contact details of those who will deal with the complaint
- must include a redress mechanism
- must be clear simple
- must be free except stage 2, but fees covered by the complainant
What is client care?
Looking after a client’s best interests and providing an appropriate service that satisfies their needs.
Can be achieved by 1. professionalism 2. competence 3. trust 4. communication
When should you decline an instruction of new work?
- Conflict of interest
- Outside scope
- Illegal activities
What is a conflict of interest?
Where there is reduced impartiality as there is a pre-existing relationship which affects the duty to deliver services for a client
How would you process if a client wanted you to work with them despite a conflict of interest?
I would obtain informed consent in writing.
I would ensure that the client is fully informed about the Conflict of Interest and the associated risks and other options available.
What is a client brief?
Provide a firm foundation of the intention of the project.
A formal statement of the objectives and functional requirements.
Provides sufficient details so tasks can be executed by any team.
How would you limit the risk of working with a client who may be financially unstable?
I would carry out a screening process;
- Credit check
- Company Search
- Review their accounts
- Seek references to judge reliability.
If you client asks you to lower your fees because of their limited funding, what would you do?
The client would need to pay the agreed fee or negotiated to reduce the scope of services.
Who are your clients?
An individual or firm to who you or your firm provide a service to.
How do you establish your clients’ objectives?
The client brief
What influences how a fee is calculated?
- Time spent multiplied by an hourly rate
- Percentage of compensation received
- a fixed fee agreed on a scope of works
What is a KPI?
Key Performance Indicator
Enables a team to monitor performance and make smart decisions.
How are KPIs used?
- Goal measurement
- Providing information and feedback
- Education
- Staff morale
- Consistency and continuity
When have you demonstrated successful communication with your client?
Covid - booking jobs/H&S
Advising outside SLA
What do you understand about client care?
- process of understanding client’s requirements and complaints.
How will you identify and utilise the systems and processes for managing client care?
- complaints procedure
- satisfaction questionnaires
- Client feedback meetings
- Lessons learned workshops
How do you act on feedback from a client?
- Listen
- Understand their needs
- Take actions required
- Communicate updates
What is the RICS Client’s money protection scheme?
client’s protection to compensate for the losses of money
- Gives protection to members of the public by making funds available for their reimbursement when all other avenues have been exhausted.
- The RICS firm repay the losses via insurance or its assets.
How do you create a good relationship and build trust?
- Communication
- listening and delivering
- Providing clear and reasoned advice
What would you do if you were ask to survey the structure of a building
I would act within my area of expertise and act with integrity and appoint a competent professional.
What does Countering bribery and corruption, money laundering and terrorist financing 1st edition include?
3 parts
1) Mandatory requirements for anti-bribery and corruption/anti-money laundering/terrorist financing.
2) Guidance - good practice
3) Supplementary guidance
What are the mandatory requirements of Countering bribery and corruption, money laundering and terrorist financing in relation to bribery and corruption?
In relation to bribery and corruption RICS-regulated firms must:
- BRIBE - not offer or accept a bribe
- PLANS -in place to comply
- REPORT -activity that breaches anti-bribery and corruption laws
- EVALUATE - perform periodic evaluations of risks that may lead to the bribery/corruption
- RETAIN - information detailing how firm met the requirements of this professional statement.
RICS members must comply with the above and:
- KNOWLEDGE - ensure that they have adequate knowledge of bribery and corruption to comply with this professional statement
What are the mandatory requirements of Countering bribery and corruption, money laundering and terrorist financing in relation to money laundering and terrorist financing?
Firms and Members must:
- FACILIATE - not facilitate money laundering or terrorist financing
- TRAINING - have systems/training to comply with these laws
- REPORT - report any suspicions of money laundering or terrorist financing activities
- EVALUATE - evaluate/ review risks that business relationships present to money laundering or terrorist financing
- CHECKS -conduct checks on clients and customers
- RELIANCE - use reliance only where there is an appropriate level of confidence in the quality of the information
- IDENTITY - verify the identity of client by undertaking identity checks and identify purpose of the transaction
RECORD - retain information detailing how the firm has met the requirements of this professional statement.
What are the three types of CoI?
- Party
- Own interest
- Confidential information
