Client care - lvl 2 Flashcards
Tell me about why it is important to develop long term client relationships.
For the reputation of the profession and within line with the global ethical professional standards of providing a high standard of service at all times, it also means clients will use your services again
Tell me about the different stakeholders you have come across in your role.
Client as:
Landlord
Tenant
Local authority
Surveyor
Tell me about how you have tailored your client care to one of these stakeholders.
Some clients may need more support/ guidance or may prefer communication in different ways.
Client goals could include time frame and expert knowledge in the area.
Why is it important to you to set objectives?
To ensure that I am providing a high standard of service to my client. Meeting an objective will reduce the chance that a PII claim and complaint is issued.
Tell me about your duty of care towards your clients.
I have a duty of care to establish a good relationship and ensure that I meet my client’s objectives. I am to provide a high level of service to my client and meet their needs so that they return to me to provide me with more work to undertake.
How have you defined your scope of services within the limits of your competence and PII insurance?
The scope of services I carry out are included within Clarke Hillyer’s PII insurance. I ensure that I am competant when carrying out an instruction.
How do you set fees?
According to the reasonable reflection of the work required to be carried out.
How have you used standard forms of appointment?
I receive an instruction and draft up terms of engagement on my company’s template. Afterwards I have this checked by a colleague to ensure that it is clear and succinct.
What insurance requirements are you aware of (both legal and RICS)?
PII
Employer’s liability insurance
Third party liability insurance
Building and contents insurance (optional)
How are stakeholders identified?
By asking the client what their position is
How do you establish their status within a project?
By asking the client e.g. asking the landlord who the tenant is and what are their contact details etc.
Explain formal communication systems with clients and stakeholders you are aware of.
- videocall
- phonecall
- p2p
- emails
- letter posting
What is a Key Performance Indicator (KPI)?
A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organisation
What KPIs might you agree with a client to monitor performance?
For an instruction
- can charge a fixed fee
- can charge a fee on an rent uplift achieved on negotiations
- can charge a fee on a rent saving achieved on negotiations
How do you gather data during the inception stage of a project, including client briefings and site based information?
- From client
- Land registry
- Site inspection
- online software
