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RM APC Flashcards > Mandatory - Client Care (L2) done > Flashcards

Mandatory - Client Care (L2) done Flashcards

1
Q

What is Client Care?

A

Looking after the client’s best interests and providing a level of service that meets their needs.

Understanding that there are different client types of different behaviours necessary to building and maintaining good relationships with clients.

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2
Q

Mentioned in summary of experience

Give me an example of excellent client care?

A

Milton Keynes acquisition, I arranged a client call to fully understand objectives, promptly followed up with everything I had promised, provided a clear terms of engagement and kept up regular and timely communication throughout the instruction.

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3
Q

How do you deal with Customer Complaints?

A

Through the Complaints Handling Procedure

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4
Q

If a Client was prepared to pay in advance for services your company were providing how would you deal with it?

A

A regulated firm needs to follow the PS on Client money handling in 2019.

  • Hold all client money in a client money account.
  • Not contain any other sums
  • Ensure that all client money accounts include the word ‘client’ (written in full) and the name of the firm in the title of the account.
  • Ensure that money held in a client account is immediately available even at the sacrifice of interest. etc.
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5
Q

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
Employer’s Liability
Public Liability
Building Insurance

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6
Q

How do you choose a PI Provider?

A

RICS publishes a list of approved providers

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7
Q

What does an employer’s liability insurance cover?

A

Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

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8
Q

What does public liability insurance cover?

A

Covers you against actions of a third party

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9
Q

How do you refer a Client to your Complaints Handling Procedure?

A

It should be included within the Terms and Conditions of the contract to the Client

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10
Q

What is an Ombudsman?

A

An official who is appointed to investigate individuals complaints against a company or organisation

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11
Q

When will RICS investigate?

A

RICS will consider whether there is sufficient information to suggest that a Regulated Member may have breached the Bye-Laws, the Rules of Conduct (the Rules), and/or professional standards

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12
Q

Reasons for RICS to investigate?

A
  • Failure to utilise a Complaints Handling Procedure.
  • Failure to disclose a conflict of interest
  • Misuse of client’s money
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13
Q

What RICS documentation would you consider wehn dealing with complaints?

A

RICS UK Professional Standard Complaints Handling (1st edition) 2016

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14
Q

What are the steps provided for by the RICS for dealing with a complaint?

A
  1. Notify your PII Insurer when a complaint comes in
  2. In-House: nominated person must acknowledge the complain within 7 days and investigate within 28 days
  3. ADR: If complainant not happy with outcome, refer to Alternative Dispute Resolution where an independent 3rd party will investigate

Must record in complaints log

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15
Q

What is included in your Terms of Engagement?

A
  • Client contact
  • Property address/Project name
  • Scope of Work
  • Fee agreement
  • Complaints Handling
  • Liability cap and insurance
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16
Q

Why is client care important?

A
  • In line with the RICS Rules of Conduct providing a good quality and diligent service (Rule 3)
  • Helps with client satisfaction, achieves goals and can lead to repeat instructions/recommendations/referals
  • Leads to overall business success
17
Q

How did you demonstrate client care in your Milton Keynes acquisition?

A
  • I ensured I fully understood who the key stakeholders were and the clients objectives
  • I was reliable, acting as I would advise when following up with summary of discussions
  • I was accountable, responded promptly
  • Referred back to my clients objectives throughout the transaction
18
Q

How did you demonstrate client care in your Holborn disposal?

A
  • I arranged monthly marketing meetings to ensure a regular reporting system with the client
  • Also updated the client more regularly and kept good line of communication ensuring they felt supported
  • Presented offers in line with the Estate Agents Act 1979
  • Responded quickly to enquiries
19
Q

Who were the key stakeholders in your Milton Keynes acquisition?

A
  • The Board - key decision maker including CFO and CEO
  • The local team on-site
  • Client contact - Head of Property
  • Then once terms agreed - solicitors, landlord, landlord agent
20
Q

Who were the key stakeholders in your Holborn Disposal?

A
  • Landlord client
  • Joint agents
  • Colleagues
21
Q

In your Milton Keynes acquisition, what were your clients objectives?

A
  • Secure new premises for local team
  • Location: Milton Keynes
  • Needed parking
  • On-site security
22
Q

How would you set a fee?

A
  1. Assess resources required
  2. Assess time needed to complete instruction
  3. Level of PII required
  4. (optional) assess value of property/value of instruction
23
Q

Can you alter your fee?

A

Yes but need to behave professionally - should have been assessed correctly before, but still need to provide a high standard of service

24
Q

Tell me about the CPD sessions on client relationship management?

A
  • Building Better Business Relationships
  • being patient
  • tailoring verbal style to audience
  • being a good listener and communicator
  • being accountable and transparent
  • building trust
25
Q

How have you provided a good level of client care?

A
  • Ensuring I fully understand client objectives
  • Managing expectations
  • Being transparent
  • Establishing good communication
  • Identifying opportunities and risks
26
Q

What is the importance of setting up an initial call with a client before the instruction?

A
  • Ensuring you are competent
  • To fully understand requirements of the project
  • To understand clients objectives
  • To manage expectations, clarify timescales
27
Q

What must you do before starting work on an instruction?

A
  1. Confirm competence
  2. Check no COI
  3. Prepare ToE and recieve signed copy
  4. Carry out AML checks

RM APC Flashcards (22 decks)

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