Client Care Flashcards
(20 cards)
What do you understand on the term Client Care?
Clients expect a high standard of service and so it means that we have a duty to act with integrity, honesty, openness, transparency and accountability at all time to our clients.
Why is client care important?
- To ensure positive feed back is received and to promote referrals and repeat business through recommendation
- Poor client care leads to complaints, PI claims, and low moral as well as reputational damage
What do you provide to your clients to ensure good client care?
- Terms of engagement
- Fee transparency - estimates are provided
- A structured reporting system
- KPIs agreed on instruction
- A service whereby they can feel they can reach out and discuss any issues arising for any given reason, at any given time
What is the difference between a customer and a client?
A customer is usually a single transaction where immediate value is receive
A client is usually a longer-term relationship that requires ongoing care and advice
What processes do you have in place to ensure good client care?
- Complaints handling procedure
- Anti Bribery & corruption policy
- AML policy
- Data Protection Policy
- H&S procedure
- COI checks
- Staff training/CPD
- Client money policy
What are KPIs?
Key Performance Indicator
They allow my firm to record our performance to the client to ensure that we are meeting their requirements and are remaining competitive
What is a stakeholder, and why is identifying them important for client care?
An entity with an interest in the project
Schemes can be delayed if SH not identified before construction - tenant/occupier that LL did raise, or footpath that was not identified
What is your firms complaint handling procedure?
1 day for complaint to be acknowledged, and passed to complaints handling officer
Written outcome to be provided within 15 days (RICS is 28 days)
What is the complainant is still unhappy?
They can apply for ADR or Ombudsman for determination redress
What RICS guidance is there for complaints handling?
RICS Professional Guidance Notes on Complaints Handling
What does the RICS recommend should be included in a complaints handling procedure?
- RICS provides a model form
- Process must include a redress mechanism
- Must be investigated within 28 days
- Details of the policy should be issued with TOB
- Must be clear, quick and transparent and free of charge at the first stage
- Names and details of nominated person investigating must be stated.
- Complaints, progress, and outcome, must be recorded in a complaints log
- PI insurers must be informed ASAP if a PI claim to arise
How many stages should it have, and what are they?
Stage 1: Consideration of the complaint by a senior member of the firm, or complaints handling officer
Stage 2: If issue not resolved, the complaint is referred to an independent 3rd party with authority to award redress. Complainant may be expected to contribute to cost at this stage
What KPIs might you agree with a client to monitor performance?
Output measures, times scales, costs
What insurance requirements are you aware of (both legal and RICS)?
PII
public liability
employers liability
third party liability
building contents and interruption insurance.
What does PII stand for?
Professional Indemnity Insurance
What is the purpose of Professional Indemnity Insurance?
To provide financial cover in the event a client suffers financial loss as a result of a breach of professional duty e.g. neglect, error or omission.
What benefits does PI Insurance provide for the professional?
The professional is protected from financial loss
Does not have to meet the claim from their own assets and resources
What benefits does PI Insurance provide for the Client?
They can recover their financial loss.
How do you establish the fees provided to a client?
Through use of Framework rates, time charge, fixed fee.
What is duty of care?
A moral or legal obligation to the client, working in the best interest of the client
