Client care

Question 1

What do you think Client Care is

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

Why does your firm have Professional Indemnity insurance?

Answer 2

• It is one of the Rules of Conduct for Firms, 2007 (as amended 2017)
• To protect against negligence claims where there is a duty of care breached and a claim for damages arises

Question 3

When would your insurer need to know if a complaint was made against your firm?

Answer 3

Depends on your agreement with the insurer but usually when the complaints handling procedure is triggered as this could lead to a claim for negligence

Question 4

What procedures are required to be in place if a complaint has been made?

Answer 4

• RICS has issued a Guidance Note on Complaints Handling, 2016
• Complaint should be acknowledged within 7 days and investigated within 28 days
• Firms must include a RICS approved ADR method e.g. Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service

Question 5

What is the guidance set out in RICS Complaints Handling, 2016?

Answer 5

• Firm’s CHP must be approved by RICS
• Notify your PII insurer if there is a complaint as this could lead to a claim for negligence
• Details of the CHP should be issued to a client at the same time as Terms of Business
• Complaints log must be maintained
• Firms must include an RICS approvedADR within CHP

Question 6

What is your firm’s complaints handling procedure?

Answer 6

• Acknowledge receipt within 5 working days and provide a written response within a further 10 working days
• The complainant should confirm within 10 working days whether they wish to take the matter further
• If they do, then within 5 working days of such written notification, the person dealing with the complaint will write to the complainant informing them of what action has been, or will be taken

Question 7

When you first receive a complaint, how should it be dealt with?

Answer 7

Aim to deal with the complaint in house initially
Ask for the complaint to be made in writing
Issue details of the CHP to the complainant
Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance

Question 8

If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?

Answer 8

• Use an independent redress scheme chosen by the firm
• Name of the redress mechanism must be provided to the complainant e.g. Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service

Question 9

When will the RICS become involved with a complaint?

Answer 9

If a member fails to respond to the complainant or prevents the party gaining access to an independent redress mechanism

Question 10

What should a sole practitioner do differently with regards to the their complaints handling procedure?

Answer 10

Must nominate a surveyor in another firm to act as their complaints handling officer

Question 11

What are the principles of client care?

Answer 11

Ensuing communication is regular, open and transparent

Question 12

STAR method of client care?

Answer 12

Stop talking- listen to customer
Test your understanding of the problem
Ask question to identify what is a priority- then identify solution
Reassure the customer by being clear and follow up actions

Question 13

What does a successful approach to customer relations involve?

Answer 13

1. Attention to the customers needs
2. Build upon the customer loyalty
3. Identification of crucial points to satisfy the customer.
4. Develop your emotional skills to manage potential complaints.

Question 14

Who is the client?

Answer 14

Anyone who you owe a duty of care to

Question 15

Why is it important to have a CHP?

Answer 15

So all complaints are dealt with fairly, consistently to hopefully resolve and satisfy the complainant.

Question 16

What is within a client brief

Answer 16

1. Scope of work
2. Client objectives
3. Understand client expectations

Question 17

What behaviours in your working life should you exhibit to show good client care practice?

Answer 17

1. Smart and professional
2. Communicate well
3. Respect
4. Listen
5. Keep good records
6. Be honest
7. Know your limitations
8. Response times
9. Punctuality
10. CHP

Question 18

How does data security and cyber security affect clients?

Answer 18

Employer has a duty to protect client information in relation to the GDPR.
Data needs to be secure

Question 19

What are the principles of client care

Answer 19

1. The concept of identifying the different clients, and the behaviour’s appropriate to establishing good client relationships.
2. Identifying client key drivers for projects.
3. Good communication

Question 20

What does good client care require?

Answer 20

1. Clear understanding of the clients objectives and aims.
2. A professional approach
3. Clear & concise communication
4. A quality assurance policy
5. CHP
6. Professional Indemnity insurance

Question 21

What is a quality assurance policy?

Answer 21

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

Question 22

Who are stakeholders?

Answer 22

1. Customers
2. Employees
3. Investors
4. Suppliers & Vendors
5. Communities
6. Governments
7. Shareholders/owners

Question 23

Difference between a stakeholder and a customer?

Answer 23

1. Stakeholder has a stake in the organisations performance
2. A customer is someone who purchases a product or service.