Client Care Level 1 Flashcards
How do you obtain a client’s brief?
- based on discussions with the client and desktop research
- The brief should be recorded in writing and agreed with the client.
The brief is used to inform the agreed terms of engagement; it could include headings such as scope of work, required outputs, deadlines and reporting format.
How do you gain understanding of a client’s brief?
- understanding their short term objectives and long term goals
- understand an restrictions in relation to cost, time or quality
How do you meet your clients’ expectations of their brief?
How would you compromise your professional duty?
How do you ensure that you are open, honest & transparent?
- I am open, honest and transparent with my clients about my fees and services
- I would respond to any complaints made against me promptly, openly & fairly
How does ensuring openness, honestly & transparency fit in with RICS ethics?
It falls under RICS Rule of Conduct 1.
How do you adapt your approach?
What are some KPI’s?
How do you feedback lessons learnt?
What behaviours in your working life should you expect to show good client care practice?
- responding to queries as soon as possible
- managing expectations
- complying with RICS Rules of Conduct
- creating business relationships
- understanding the clients specific needs
- understanding the clients timescales
What would you consider necessary to consider if you are setting up a complaint handling procedure?
What do you understand by the term corporate social responsibility?
Does your company have a corporate social responsibility policy?
What current challenges is Covid and/or Brexit bringing to Client Care?
