Client Care

Question 1

Main principles of client care

Answer 1

good working relationship
Complaints handelling procedure
followRICS rules of conduct
manage client accounts
collect client feedback

Question 2

how do you provide good service

Answer 2

regularly review service against client brief
feedback
KPI
Regular meetings

Question 3

How can project success be measured

Answer 3

Project planning
reporting
kpi
comminication
quality of meetings
minutes
reporting

Question 4

What would you do if a client wanted to amend T&C

Answer 4

could do dependant on whether its a statutory term
Seek director approval

Question 5

duty of care towards client

Answer 5

reasonable skill and care to matters I am instructed on in accordance with RICS professional standards and guidance

Question 6

What is a post completion meeting

Answer 6

review service provided in line with fee proposal and client brief
review level of service
any improvements

Question 7

What documents provide guidance on client care

Answer 7

RICS rules of conduct

Question 8

Where have you used rules of conduct

Answer 8

Good service, works undertaken in a timely manner and with regards to standard of service
competence, ensure I have the correct level of expertise

Question 9

When do RICS get involved in complaints

Answer 9

If its not sorted through CHP