Client Care - Level 2 Flashcards
Tell me about an example of how you have provided good client care.
TBC
Tell me about an example of when you have provided a high standard of service to a client.
TBC
How have you dealt with an unrealistic client deadline?
TBC
How have you dealt with unrealistic client expectations?
TBC
Tell me about the approach you have taken when dealing with a non technical lay client.
TBC
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
TBC
How have you established a client’s objectives?
TBC
How have you confirmed a client’s brief?
TBC
How have you established a scope of services?
TBC
How have you calculated fees for professional services?
TBC
How have you compiled an appointment document?
TBC
How have you established project stakeholders and their status within a project?
TBC
How have you set up communication systems with a client and stakeholders?
TBC
How have you issued reports to a client?
TBC
How have you dealt with a complaint?
TBC
How have you measured KPIs?
TBC
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
TBC
How do you apply the Treating Customers Fairly guidelines?
TBC
LS28 – how did you ensure the service was appropriate for the property and client’s needs?
Why was a L3 appropriate?
Who was the client – why was the lender involved with a non-secured lending instruction?
TBC
How would you advise on this under the current HSS?
TBC
BD11 – how did you manage compliance with the SLA?
How did you ensure you still provided a high standard of service?
TBC
