Client Care - Level 2 Flashcards
What is Client Care?
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
How do you deal with Customer Complaints?
Log the complaint in the complaints handling Blog.
Raise the complaint with my immediate director/working on the project.
If this cannot be resolved its raised to the other director. If this still cannot be resolved it is referred to the property ombudsman.
How do you act upon feedback from a Client?
Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
If feedback is negative, it should be verified and necessary action taken.
If a formal approach is required, this should follow the CHP.
If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?
I would that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
I would issue a statement of the account once it has been set up.
I will agree with the Client how the monies will be drawn down.
I would issue a revised statement every time I draw down money.
Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.
If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.
Professional Indemnity insurance.
How do you choose your PI Provider?
RICS publishes a list of approved providers.
What other insurance would you need to have if you had your own premises?
Employers Liability Insurance.
* Third party Liability Insurance.
Can you tell me more detail on what Third Party Liability Insurance covers?
Covers you against actions of a third party.
Can you give me more detail on what Employers Liability Insurance covers?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
How do you refer a Client to your Complaint Handling Procedure?
It should be included within the Terms & Conditions of the contract to the Client.
What would you do if the internal redress you have provided to the Client for a Complain is rejected?
I would refer them to a third party redress system, usually run by an Ombudsman.
You mention Ombudsman, what is this?
An official who is appointed to investigate individual’s complaints against a company or organisation.
What will the RICS investigate?
They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.
what might the shortfalls be?
Failure to utilise a Complaints Handling Procedure.
Failure to disclose a Conflict of Interest
Misuse of Clients Money.
Failure to answer correspondence.
You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?
An example of a conflict of interest would be providing a service for both the Client and the Contractor on the same job. I would make both Clients aware that I was providing a service to both of them. However I would also consider my position, as even if both Clients agree for me to proceed, they might not fully understand the extent of the situation. Therefore I would likely politely decline to provide a service to both parties.
You mentioned previously you would include Key Performance Indicators within the Clients brief, what might these be?
Construction Cost V Budget
Construction time
Number of defects
Number of variations
Number of Accidents
Satisfaction of the End user.
Why would you use a Key Performance Indicator?
To provide a quantifiable measurement to assist parties in the construction.
To ensure that the Clients requirements are met, and if not why.
What are the five steps for setting up a successful Key Performance Indicator Process?
Planning, to clearly establish what needs to be improved.
Analysis, to gather data and determine how big the task of achieving the KPI is.
Action, to develop and implement improvement plans.
Review, to monitor actual performance against performance targets.
Repeat.
How do you establish your Clients Objectives?
Client Questionnaires.
Key Performance Indicators.
Pre-start meetings.
Benchmarking.
Good, clear communication.
Who are the Clients you have identified within your working career?
External Clients.
Internal Clients.
Public.
What is Client Care?
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest
What are the Principles of Client Care?
The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
Identifying client key drivers for projects.
Good Communication.
What are the RICS requirements in relation to complaints handling procedure (CHP)?
RICS requirements for CHP:
- a complaint must be acknowledged within 7 days
- complaint must be actioned within 28 days
- all RICS regulated firms must have a CHP, a complaints log and a dedicated complaints handling officer
- CHP must be included within terms of engagement
When and how can the RICS be involved in a complaint about a firm or member?
The RICS can be involved in complaints if there is a proven breach of rules of conduct or law.
RICS has set out principles for provide alternative dispute resolution mechanisms
Tell about why it is important to develop long-term client relationships.
Business Need – gaining long term and trusted clients is invaluable for the business. Easier to work with existing clients than to find new ones
Recommendations/Testimonies – helps to gain new business
Ease of working – know each other’s working styles and objectives
Tell me about the different stakeholders you have come across in your role.
Funders/Investors
LPAs
Consultants
Contractors
Tell me about how you have tailored your client care to one of these stakeholders.
Communication Methods
Priorities and objectives tailored to the client’s business need
Why is it important to you to set objectives?
Alignment with a client’s business need
Provides direction
Used to monitor performance with KPIs based on objectives
Tell me about your duty of care towards your clients.
As a surveyor and member of the RICS
- I have a duty to act in the public interest
Duty of Care as set out in legal contract
How do you set fees?
Review the scope of services
Review the market rate
Assess the responsibilities and deliverables set out
How have you used standard forms of appointment?
Used a standard form of appointment for consultants on projects assuming it is a normal, lower risk and lower fee role.
Use the Linkcity standard form of appointment which is aligned with RICS Standard Form of Consultant’s Appointment (2022)
Includes:
- Project description
- Consultant’s obligations – scope of services and deliverables
- Insurance Requirements
- Fees and fee schedule
- Complaints Handling Procedure
- Termination
- Anti-Bribery and Modern Slavery Policies
