Level 1 - Client Care Flashcards
What is Client care?
Looking after your client’s best interest, providing value for money, and satisfying their requirements
Who is a Client?
Anyone that I’m engaging when providing a service and or have a duty of care.
Who are project stakeholders?
This could also be: The “Client”, i.e. the lender, my supervisor, borrower, or the public.
Why is good client care important?
Likely to retain the clients
Increase revenue and profitability.
Enhance firms reputation
Upkeep the high standards of the institution.
Reduces the risk of a claim.
What are the behaviours to establish good client relationships
Be honest, act with integrity.
Be competent
Understand the clients requirements and needs
Do not discriminate clients.
Ensure the client is aware that we have a CHP.
How do you improve client care?
Part of our quality management procedure, I speak to clients after each instruction to ascertain feedback. I also send a performance feedback form.
By taking these actions, I gain insight of well I’m doing and allow to correct where necessary.
How do you conduct yourself with a new client?
Be well prepared for the meeting - research their business, their industry and their requirements. Introduce myself - my name, position and type of work I carry out. I listen to the clients requirements take notes, ask questions to confirm my understanding. I am always well mannered, well presented, respectful and friendly.
What is a complaint?
An expression of dissatisfaction
Complaints arise when expectations have not been met
What is Professional Indemnity Insurance?
It is a third party insurance to cover the damages and losses suffered by a client due to negligent actions, omissions, errors of a professional.
How long can someone bring a claim?
Under contract - 6 years from the date of negligent act, breach of contract or omission.
Section 14a provides an alternative limitation of 3 years from the date of knowledge of the damage subject to the 15 years long stop from the negligent act or omission
Under tort - 6 years from the date the claimant suffered the loss.
What influences how a fee is calculated?
Our fees are market based which are calculated based on the lenders reporting requirements, expertise required, and the time to deliver the instruction.
What is RICS Professional standard on complaint handling?
Complaints handling 1st edition, July 2016 (updated Jan 22)
What is the RICS minimum requirements of CHP.
- Standard minimum procedures for CHP:
Stage 1 (in house)
Details issued when a firm receives a complaint from someone who they owe a duty of care.
Must be quick, clear transparent and impartially implemented.
Details of nominated Complaints Handling Officer need to be stated as the person to be contacted.
Complaint must be in writing.
Timescales as a minimum: acknowledged within 7 day and investigate within 28 days.
Stage 2 (ADR)
If complainant not happy can be referred to an independent ADR that the firm has chosen.
Name of the ADR must be stated on the CHP.
How do you build trust with clients.
Be open and honest
Transparent
Be competent
Understand the clients objectives and needs.
