Client care - Level One Flashcards
Tell about why it is important to develop long-term client relationships.
Tell me about the different stakeholders you have come across in your role.
Tell me about how you have tailored your client care to one of these stakeholders.
Why is it important to you to set objectives?
Tell me about your duty of care towards your clients.
How have you defined your scope of services within the limits of your competence and PI insurance?
How do you set fees?
How have you used standard forms of appointment?
What mechanisms are contained within an appointment document?
What insurance requirements are you aware of (both legal and RICS)?
How are stakeholders identified?
How do you establish their status within a project?
Explain formal communication systems with clients and stakeholders you are aware of.
What KPIs might you agree with a client to monitor performance?
How do you gather data during the inception stage of a project, including client briefings and site based information?
Explain what BS EN ISO 9004 relates to.
What is the definition of a Key Performance Indicator (KPI)?
What is ADR?
- A way of resolving disputes between clients and RICS-regulated firms that usually avoids having to go to Court.
- Was introduced as part of the Civil Procedure Rules 1998.
- RICS Dispute Resolution Service (DRS) is the world’s oldest and largest provider of ADR services in the land, property and construction industries.
- Other types of ADR include, Negotiation, Mediation, RICS Dispute Resolution Service, Conciliation and Litigation.
Why is Client Care important?
In order to build good professional relationships to attract new and retain existing clients.
How do you manage conflicts of interest?
Information barriers or/and informed consent.
What do TOE define?
- Scope of work to be undertaken.
- Fees.
- Fee settlement.
- Scope of service provided.
What do TOE define?
- Scope of work to be undertaken.
- Fees.
- Fee settlement.
- Scope of service provided.
