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Carrie APC Mandatory > Level 2 - Client care > Flashcards

Level 2 - Client care Flashcards

1
Q

N. Give me an example of a excellent client care?

A

Most recently, I was having a conversation with a supervisor regarding the implementation of the H&S management system. She was struggling with some areas, so I arranged a video call to provide extra 1:1 training.

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2
Q

N. How do you deal with Customer Complaints?

A

Following internal complaints handling procedure based on RICS CHP guidance.
• Record the complaint in complaints log.
• Acknowledge the complaint immediately, advise that it is being investigated, and provide a date for full response, contact name and CHP.
• Make my manager aware of complaint.
• Respond to a complaint at a level appropriate to the complaint.
• Escalate the complaint if necessary.
• For an external client I would mention the availability of ADR use before pursuing the matter formally. Also signpost to the Ombudsman service if applicable.

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3
Q

N. If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.

A

• Professional Indemnity insurance.

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4
Q

N. How do you choose your PI Provider?

A

• RICS publishes a list of approved providers.

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5
Q

N. What other insurance would you need to have if you had your own premises?

A
  • Employers Liability Insurance.
  • Public Liability Insurance.
  • Third party Liability Insurance (if applicable)
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6
Q

N. Can you tell me more detail on what Third Party Liability Insurance covers?

A

• Covers you against actions of a third party.

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7
Q

N. What will the RICS investigate?

A

• 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.

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8
Q

N. What might the shortfalls of RICS procedures be?

A
  • Failure to utilise a Complaints Handling Procedure.
  • Failure to disclose a Conflict of Interest
  • Misuse of Clients Money.
  • Failure to answer correspondence.
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9
Q

N. You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?

A

• An example of a conflict of interest as an client-sided FM would be around contractor selection. I would ensure that contractors are selected from our Framework and must disclose any financial, business or family connections.

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10
Q

N. You mentioned previously you would include Key Performance Indicators within contract, what might these be?

A
  • Minimum quality standards through audit
  • Minimum customer satisfaction score through survey
  • Periodic cleans completed by pre-agreed dates
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11
Q

N. Why would you use a Key Performance Indicator?

A
  • To provide a quantifiable measurement to assist parties in contract
  • To ensure that the Clients requirements are met
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12
Q

N. What are the five steps for setting up a successful Key Performance Indicator Process?

A
  • 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.
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13
Q

N. How do you establish your Clients Objectives?

A
  • Client Questionnaires.
  • Pre-start meetings.
  • Reading brief or business case if available.
  • Good, clear communication.
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14
Q

N. Who are the Clients you have identified within your working career?

A
  • External Clients.
  • Internal Clients.
  • Public.
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15
Q

N2. What are the Principles of Client Care?

A
  • The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
  • Identifying client key drivers for projects.
  • Good Communication.
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16
Q

N3. What does good client care require?

A

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

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17
Q

N4. What is a quality assurance policy?

A

A statement of the company’s desired level of quality for a service or product.

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18
Q

N5. What is ISO 9001?

A

A Quality Management System, which helps to manage and monitor quality across the business.

19
Q

N6. How are firms supposed to look after Clients?

A

By Maintaining:
• Professional Indemnity Insurance.
• Complaints Handling Procedure.
• A procedure for handling clients money if applicable.

20
Q

N7. What is a Complaints Handling Procedure?

A

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

21
Q

N9. What is included within the Complaints Log?

A
  • Date.
  • Location.
  • Details of Complaint.
  • Actions taken.
  • Close out date.
22
Q

N10. What are two ways of ensuring complaints do not occur?

A
  • Proactive measures, whereby Questionnaires are issued to clients, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t.
  • Reactive measures, whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.
23
Q

N12. How do you check if the Client is happy with the service you have provided?

A
  • Client questionnaires.
  • Words of thanks
  • Hearing satisfaction through other channels
24
Q

N15. . How do you ensure Clients are covered financially for work undertaken by yourself?

A
  • By Maintaining Professional Indemnity Insurance.
  • Complaints Handling Protection Scheme
25
Q

N16. What is PI Insurance?

A

A form of insurance that covers for claims against professional negligence.

26
Q

N17. How should PI work?

A
  • It should be on an each and every claim basis.
  • Retrospective, i.e. the current insurer will have to pick up claims for negligence before they were the insurer.
  • Should have runoff cover the cover old work. RICS minimum of 6 years, however should cover the extent of contracts durations.
27
Q

N18. What are the RICS PI level recommendations?

A

Based on turnover.

  • Up to £100,000.00 turnover requires a minimum of £250,000.00 PI cover.
  • £100,000.00 to £200,000.00 turnover requires a minimum of £500,00.00 PI Cover.
  • Over £200,000.00 turnover requires a minimum of £1,000,000.00 PI Cover.
  • Amount of PI cover should be proportional to risk.
28
Q

N19. What else does RICS publish relating to PI Insurance?

A
  • List of approved brokers.
  • Minimum wording policy.
  • Black Book, Construction Insurance.
29
Q

N20. What should be included within your company’s Complaints Handling Procedure?

A
  • Who the Quality Assurance Officer is and their contact details.
  • A request complaints be made in writing.
  • Stages of the Complaints Handling Procedures.
  • The timescales for reviewing a complaint.
30
Q

N21. What appointment documents does the RICS publish?

A
  • RICS Standard Form Consultant Appointment.
  • RICS Short Form Consultant Appointment.
31
Q

N22. What should be included within a consultant appointment?

A
  • Parties to the Contract.
  • Scope of work.
  • Fees.
  • How payment will be calculated.
  • Dispute resolution Procedure/Method.
  • Provisions for Termination.
  • Define Responsibilities.
32
Q

N23. Does the RICS Publish Fee scales?

A

No, banned in 2000 as they were deemed to be un-competitive.

33
Q

N24. What would you do if the Client wanted to take legal action against a Main Contractor?

A
  • Check my contract to see if this was included within my scope of works.
  • If not then I would advise the client that this would come at additional cost to them.
34
Q

N25. What is a Client Brief?

A

A clear statement of the Clients desired level of quality, functionality and cost.

35
Q

N26. What makes up a Client Brief?

A
  • Project Definition/Background.
  • Time
  • Cost
  • Quality.
  • Statement of Need including what the end product needs to achieve.
  • Define Project success criteria, i.e. in the form of Key Performance Indicators.
  • Strategic Brief, identifying the clients aspirations, goals and objectives for the project.
36
Q

N29. Who are stakeholders?

A

• Anyone one who can affects, is affected by or is perceived to be effected by a project.

37
Q

N30. What is Stakeholder Management?

A
  • Getting stakeholders involved early on, to help them set the goals and objectives for the project.
  • Keep in regular contact, with clear concise communication.
38
Q

N31. Why is Stakeholder Management essential?

A

• To help to develop and control relationships with all individuals who are impacted by a project, to help achieve project success.

39
Q

N36. What is the RICS recommended limit of excess?

A
  • Up to £500,000.00
  • Or 2.5% of the Insured sum.
40
Q

N39. What is Contractors All Risk Insurance?

A

• Insurance which covers parties for the physical loss or damage to building works.

41
Q

N40. What is Employers Liabilities Insurance?

A

• Insurance which cover employees for death, injury or illness incurred from work activities.

42
Q

N41. What is Public Liability Insurance?

A

• Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.

43
Q

Key RICS documents Client Care

A
  • Complaints Handling Procedures
  • Professional indemnity insurance requirements
  • Identifying conflict of interests
  • Risk, liability and insurance

Carrie APC Mandatory (11 decks)

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