Client care

Question 1

Explain the Workman complaint procedure.

Answer 1

Upon receipt of the letter, Workman will respond within 7 days.

Within 28 days of receipt of the letter the following will be provided:

A final response, or

An update as to the progress of your claim and the likely timeframe within which you should expect to receive a final response which shall in any event be no later than eight (8) weeks from the date on which we receive your complaint.

Question 2

When was the RICS Complaints Handling, 1st Edition published?

Answer 2

July 2016

Question 3

Who must approve a firm’s written complaints handling procedure?

Answer 3

RICS

Question 4

What must be included in an RICS approved Complaints Handling Procedure?

Answer 4

Alternative Dispute Resolution (ADR)

Question 5

What are the standard minimum procedures for the handling of a complaint in house (stage one)?

Answer 5

1. Details of the CHP should be issued whenever the firm receives a complaint
2. The procedure must be quick, clear, transparent and impartially implemented
3. Details of the nominated person who will investigate the complaint must be stated
4. The complaint must be made in writing
5. The procedures and strict timescales to be followed for the investigation
6. A complaint should be acknowledged within 7 days and investigated within 28 days

Question 6

What are the standard minimum procedures for the handling of a complaint for Third Party Resolution (stage two)?

Answer 6

1. Independent redress scheme that the firm has chosen to use
2. The name of the relevant appropriate redress mechanism must be provided to the complainant

Question 7

Provide examples of relevant appropriate redress mechanisms for complaints handling.

Answer 7

1. The Centre for Dispute Resolution (CEDR)
2. The Property Redress Scheme
3. RICS Dispute Resolution Service

Question 8

What is a complaints handling procedure?

Answer 8

Procedure/form that sets out how a complaint is handled and the associated time frames for handling

Question 9

What is Client care?

Answer 9

Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money

Question 10

How can you ensure Client Care?

Answer 10

1. Professionalism
2. Competency
3. Punctuality
4. Trust
5. Reliability
6. Presentation
7. Regular communication
8. KPIs

Question 11

How would you identify the needs of the Client?

Answer 11

1. Discussions on what is required
2. Review performance and identify areas of improvement
3. Listen closely to the Client and ask right questions

Question 12

What is a Client Brief?

Answer 12

A formal statement of objectives and requirements

Question 13

How would you calculate a fee proposal?

Answer 13

Review the work involved and time and resources required to undertake the work - use hourly rate

Question 14

Why is Client Care important in your organisation?

Answer 14

1. Heavily rely on retaining Clients (repeat business)
2. Advisory service requires high level of trust and transparency and high standard of service

Question 15

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

Answer 15

1. Partners review performance with Clients every 1-2 months
2. Informal continuous feed-back through meetings / emails

Question 16

What ADR is there?

Answer 16

1. Centre for Effective Dispute Resolution
2. Property Ombudsman / Ombudsman service business to business
3. RICS Dispute Resolution Scheme
4. The Property Redress Scheme
5. Independent Expert
6. Arbitration

Question 17

Why is regular contact with Clients important?

Answer 17

To provide a high standard of service and establish trust - essential for good Client Care

Question 18

What is Client empathy?

Answer 18

Understanding the needs of your Client and delivering value for money above and beyond their expectations

Question 19

What is a complaints handling procedure?

Answer 19

Procedure/form that sets out how a complaint is handled and the associated time frames for handling

Question 20

What is Client care?

Answer 20

Looking after the Clients best interests and providing an appropriate service that satisfies the Clients needs and achieves value for money

Question 21

What is a Client Brief?

Answer 21

Formal statement of objectives and requirements

Question 22

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

Answer 22

1. Conflicts of Interest
2. You can’t competently do the job
3. Illegal

Question 23

How would you calculate a fee proposal?

Answer 23

Review the work involved and time and resources required to undertake the work - use hourly rate