Level 2 - Client care

Question 1

N. Give me an example of a excellent client care?

Answer 1

Most recently, I was having a conversation with a supervisor regarding the implementation of the H&S management system. She was struggling with some areas, so I arranged a video call to provide extra 1:1 training.

Question 2

N. How do you deal with Customer Complaints?

Answer 2

Following internal complaints handling procedure based on RICS CHP guidance.
• Record the complaint in complaints log.
• Acknowledge the complaint immediately, advise that it is being investigated, and provide a date for full response, contact name and CHP.
• Make my manager aware of complaint.
• Respond to a complaint at a level appropriate to the complaint.
• Escalate the complaint if necessary.
• For an external client I would mention the availability of ADR use before pursuing the matter formally. Also signpost to the Ombudsman service if applicable.

Question 3

N. 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 3

• Professional Indemnity insurance.

Question 4

N. How do you choose your PI Provider?

Answer 4

• RICS publishes a list of approved providers.

Question 5

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

Answer 5

• Employers Liability Insurance.
• Public Liability Insurance.
• Third party Liability Insurance (if applicable)

Question 6

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

Answer 6

• Covers you against actions of a third party.

Question 7

N. What will the RICS investigate?

Answer 7

• They 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 8

N. What might the shortfalls of RICS procedures be?

Answer 8

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a Conflict of Interest
• Misuse of Clients Money.
• Failure to answer correspondence.

Question 9

N. You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?

Answer 9

• An example of a conflict of interest as an client-sided FM would be around contractor selection. I would ensure that contractors are selected from our Framework and must disclose any financial, business or family connections.

Question 10

N. You mentioned previously you would include Key Performance Indicators within contract, what might these be?

Answer 10

• Minimum quality standards through audit
• Minimum customer satisfaction score through survey
• Periodic cleans completed by pre-agreed dates

Question 11

N. Why would you use a Key Performance Indicator?

Answer 11

• To provide a quantifiable measurement to assist parties in contract
• To ensure that the Clients requirements are met

Question 12

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

Answer 12

• 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 13

N. How do you establish your Clients Objectives?

Answer 13

• Client Questionnaires.
• Pre-start meetings.
• Reading brief or business case if available.
• Good, clear communication.

Question 14

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

Answer 14

• External Clients.
• Internal Clients.
• Public.

Question 15

N2. What are the Principles of Client Care?

Answer 15

• The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
• Identifying client key drivers for projects.
• Good Communication.

Question 16

N3. What does good client care require?

Answer 16

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

Question 17

N4. What is a quality assurance policy?

Answer 17

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

Question 18

N5. What is ISO 9001?

Answer 18

A Quality Management System, which helps to manage and monitor quality across the business.

Question 19

N6. How are firms supposed to look after Clients?

Answer 19

By Maintaining:
• Professional Indemnity Insurance.
• Complaints Handling Procedure.
• A procedure for handling clients money if applicable.

Question 20

N7. What is a Complaints Handling Procedure?

Answer 20

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 21

N9. What is included within the Complaints Log?

Answer 21

• Date.
• Location.
• Details of Complaint.
• Actions taken.
• Close out date.

Question 22

N10. What are two ways of ensuring complaints do not occur?

Answer 22

• Proactive measures, whereby Questionnaires are issued to clients, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t.
• Reactive measures, whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.

Question 23

N12. How do you check if the Client is happy with the service you have provided?

Answer 23

• Client questionnaires.
• Words of thanks
• Hearing satisfaction through other channels

Question 24

N15. . How do you ensure Clients are covered financially for work undertaken by yourself?

Answer 24

• By Maintaining Professional Indemnity Insurance.
• Complaints Handling Protection Scheme

Question 25

N16. What is PI Insurance?

Answer 25

A form of insurance that covers for claims against professional negligence.

Question 26

N17. How should PI work?

Answer 26

* It should be on an each and **every claim basis**. * **Retrospective**, i.e. the current insurer will have to pick up claims for negligence before they were the insurer. * Should have **runoff cover** the cover old work. RICS minimum of 6 years, however should cover the extent of contracts durations.

Question 27

N18. What are the RICS PI level recommendations?

Answer 27

Based on turnover. * Up to £100,000.00 turnover requires a **minimum of £250,000.00 PI cover**. * £100,000.00 to £200,000.00 turnover requires a minimum of £500,00.00 PI Cover. * Over £200,000.00 turnover requires a minimum of £1,000,000.00 PI Cover. * Amount of PI cover should be proportional to risk.

Question 28

N19. What else does RICS publish relating to PI Insurance?

Answer 28

* List of approved brokers. * Minimum wording policy. * Black Book, Construction Insurance.

Question 29

N20. What should be included within your company’s Complaints Handling Procedure?

Answer 29

* Who the **Quality Assurance Officer** is and their contact details. * A request complaints be **made in writing**. * **Stages** of the Complaints Handling Procedures. * The **timescales** for reviewing a complaint.

Question 30

N21. What appointment documents does the RICS publish?

Answer 30

* RICS Standard Form Consultant Appointment. * RICS Short Form Consultant Appointment.

Question 31

N22. What should be included within a consultant appointment?

Answer 31

* Parties to the Contract. * Scope of work. * Fees. * How payment will be calculated. * Dispute resolution Procedure/Method. * Provisions for Termination. * Define Responsibilities.

Question 32

N23. Does the RICS Publish Fee scales?

Answer 32

No, banned in 2000 as they were deemed to be un-competitive.

Question 33

N24. What would you do if the Client wanted to take legal action against a Main Contractor?

Answer 33

* Check my contract to see if this was included within my scope of works. * If not then I would advise the client that this would come at additional cost to them.

Question 34

N25. What is a Client Brief?

Answer 34

A clear statement of the Clients desired level of quality, functionality and cost.

Question 35

N26. What makes up a Client Brief?

Answer 35

* Project Definition/Background. * Time * Cost * Quality. * Statement of Need including what the end product needs to achieve. * Define Project success criteria, i.e. in the form of Key Performance Indicators. * Strategic Brief, identifying the clients aspirations, goals and objectives for the project.

Question 36

N29. Who are stakeholders?

Answer 36

• Anyone one who can affects, is affected by or is perceived to be effected by a project.

Question 37

N30. What is Stakeholder Management?

Answer 37

* Getting stakeholders involved early on, to help them set the goals and objectives for the project. * Keep in regular contact, with clear concise communication.

Question 38

N31. Why is Stakeholder Management essential?

Answer 38

• To help to develop and control relationships with all individuals who are impacted by a project, to help achieve project success.

Question 39

N36. What is the RICS recommended limit of excess?

Answer 39

- Up to £500,000.00 - Or 2.5% of the Insured sum.

Question 40

N39. What is Contractors All Risk Insurance?

Answer 40

• Insurance which covers parties for the physical loss or damage to building works.

Question 41

N40. What is Employers Liabilities Insurance?

Answer 41

• Insurance which cover employees for death, injury or illness incurred from work activities.

Question 42

N41. What is Public Liability Insurance?

Answer 42

• Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.

Question 43

Key RICS documents Client Care

Answer 43

* Complaints Handling Procedures * Professional indemnity insurance requirements * Identifying conflict of interests * Risk, liability and insurance