Client Care (Level 2) Flashcards
(34 cards)
What is Client Care?
The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
Give me an example of a excellent client care?
Give me an example of a excellent client care?
How do you deal with Customer Complaints?
Log the complaint in the complaints handling Blog.
Raise the complaint with my immediate director/working on the project.
If this cannot be resolved its raised to the other director. If this still cannot be resolved it is referred to the property ombudsman.
How do you act upon feedback from a Client?
- Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
- If feedback is negative, it should be verified and necessary action taken.
- If a formal approach is required, this should follow the CHP.
If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?
If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.
Professional Indemnity insurance.
How do you choose your PI Provider?
RICS publishes a list of approved providers.
What other insurance would you need to have if you had your own premises?
- Employers Liability Insurance.
* Third party Liability Insurance.
Can you give me more detail on what Employers Liability Insurance covers?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
Can you tell me more detail on what Third Party Liability Insurance covers?
Covers you against actions of a third party.
How do you refer a Client to your Complaint Handling Procedure?
It should be included within the Terms & Conditions of the contract to the Client.
How do you refer a Client to your Complaint Handling Procedure?
It should be included within the Terms & Conditions of the contract to the Client.
What would you do if the internal redress you have provided to the Client for a complaint is rejected?
I would refer them to a third party redress system, usually run by an Ombudsman.
You mention Ombudsman, what is this?
An official who is appointed to investigate individual’s complaints against a company or organisation.
What will the RICS investigate?
hey 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.
Why would you use a Key Performance Indicator?
- To provide a quantifiable measurement to assist parties in the construction.
- To ensure that the Clients requirements are met, and if not why.
What are the five steps for setting up a successful Key Performance Indicator Process?
- 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.
How do you establish your Clients Objectives?
- Client Questionnaires.
- Key Performance Indicators.
- Pre-start meetings.
- Benchmarking.
- Good, clear communication.
Who are the Clients you have identified within your working career?
- External Clients.
- Internal Clients.
- Public.
What is a quality assurance policy?
A statement of the company’s desired level of quality for a service or product.
What is ISO 9001?
How are firms supposed to look after Clients?
What is included within the Complaints Log?
