Client Care

Question 1

How do clients objectives differ?

Answer 1

Scope of the work
Time of the work
Quality of the work

Question 2

What is Client Care?

Answer 2

• Understanding what your clients objectives are
• Providing quality and diligent services
• Tailoring advice to your clients goals
• Different expectatiomns from clients to build relationship

Question 3

Provide an example of good client care.

Answer 3

My client was unfamiliar with the letting process…

…I secured further instructions from them

Question 4

How do you deal with complaints?

Answer 4

I firstly apologise

Understand what the end goal is and why my client is upset

Try to negotiate

Sign post my client to my company’s chp if required

Question 5

Where would your client find your CHP?

Answer 5

in the ToE

Question 6

How would you describe a professional standard?

Answer 6

Skills, knowledge and behaviour that characterises excellent practice

Question 7

What were your clients objectives when letting the retail unit in Swansea?

Answer 7

My client wanted to become more familiar with letting property and wanted to ensure th unit was marketed and let properly

Question 8

For the retail unit in Pontarddulais, how did you contact your client when the borrower asked for the report?

Answer 8

I phoned my client but also emailed them to have our dicsussion and permission in writing

Question 9

Did your client let the borrower have the report?

Answer 9

Yes

Question 10

How do you tailor your advice?

Answer 10

In line with each of my client’s objectives

Question 11

How does building and maintaining strong client relationships support business growth?

Answer 11

Clients can reccommend the business to other people which can win the business more clients

Question 12

What is the importance of undertaking a conflict of interest check?

Answer 12

To ensure transparency and trust with my client, and to ensure I can provide independent advice

Question 13

Why is effective communication important?

Answer 13

To ensure transparency, accuracy and trust

Question 14

How do you aim to improve the service you provide to clients in the future?

Answer 14

• I regularly seek feedback from clients
• anonymous surveys
• Meet with clients to improve relationships

Question 15

Why is it important to manage expectations and maintain transparency?

Answer 15

to maintain good client relationships

to avoid disputes

Question 16

Why is it important to remember where your duty of care lies?

Answer 16

Avoids CoI

Defines your primary responsibility