Client Care (Level 2)

Question 1

What is Client Care?

Answer 1

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.

Question 2

Give me an example of a excellent client care?

Question 2

Give me an example of a excellent client care?

Question 3

How do you deal with Customer Complaints?

Answer 3

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.

Question 4

How do you act upon feedback from a Client?

Answer 4

• 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.

Question 5

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?

Question 6

If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.

Answer 6

Professional Indemnity insurance.

Question 7

How do you choose your PI Provider?

Answer 7

RICS publishes a list of approved providers.

Question 8

What other insurance would you need to have if you had your own premises?

Answer 8

• Employers Liability Insurance.

* Third party Liability Insurance.

Question 9

Can you give me more detail on what Employers Liability Insurance covers?

Answer 9

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

Question 10

Can you tell me more detail on what Third Party Liability Insurance covers?

Answer 10

Covers you against actions of a third party.

Question 11

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

Answer 11

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

Question 12

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

Answer 12

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

Question 13

What would you do if the internal redress you have provided to the Client for a complaint is rejected?

Answer 13

I would refer them to a third party redress system, usually run by an Ombudsman.

Question 14

You mention Ombudsman, what is this?

Answer 14

An official who is appointed to investigate individual’s complaints against a company or organisation.

Question 15

What will the RICS investigate?

Answer 15

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.

Question 16

Why would you use a Key Performance Indicator?

Answer 16

• To provide a quantifiable measurement to assist parties in the construction.
• To ensure that the Clients requirements are met, and if not why.

Question 17

What are the five steps for setting up a successful Key Performance Indicator Process?

Answer 17

• 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.

Question 18

How do you establish your Clients Objectives?

Answer 18

• Client Questionnaires.
• Key Performance Indicators.
• Pre-start meetings.
• Benchmarking.
• Good, clear communication.

Question 19

Who are the Clients you have identified within your working career?

Answer 19

• External Clients.
• Internal Clients.
• Public.

Question 20

What is a quality assurance policy?

Answer 20

A statement of the company’s desired level of quality for a service or product.

Question 21

What is ISO 9001?

Question 22

How are firms supposed to look after Clients?

Question 23

What is included within the Complaints Log?

Question 24

What are two ways of ensuring complaints do not occur?

Question 25

Who are stakeholders?

Question 26

What is Stakeholder Management?

Question 27

Why is Stakeholder Management essential?

Question 28

What is a Client Brief?

Answer 28

The purpose of the project brief is to provide a firm foundation for the initiation of the
project. It is a formal statement of the objectives and functional and operational
requirements of the finished project.
It should be in sufficient detail to enable the integrated project team to execute the
specification and detailed design of the work and is therefore an essential reference
for the team.

Question 29

What is Client empathy?

Answer 29

Understanding the needs of your clients and delivering VFM above and beyond their
expectations.

Question 30

When should you decline an instruction of new work from a client?

Answer 30

1) If there is a Conflict of Interest
2) Not in clients interest - you can’t resource the job
3) Illegal

Question 31

What is your company’s procedure for client’s feed-back?

Answer 31

Project reviews every two months
Informal continuous feed-back process
Satisfaction survey questionnaire at the end of the project

Question 32

How do you establish trust?

Answer 32

Be transparent
Be honest at all times
Learn about your client and their objectives
Only act within your level of competencies
Always act in a professional manner
Always provide a high level of service

Question 33

How do you encourage repeat business?

Answer 33

Provide high level of services and customer care during projects
Obtain feedback and act on it
Deal with complaints honestly and effectively
Keep in touch with clients when we have no live project with them
Organise business development activities such as social events or CPD’s