M003 Client care

1. What do you understand by client care?

It is a continuous process or concept of understanding clients requirements,
suggestions, complaints etc. and analysing it to find a solution suitable to client
requirements and to enhance our own business.
2. How you will identify who the clients are and their behavioral patterns?
Specific software packages contacts databases or relationship management

databases.
Developing capture plans to assist in the identification and capturing of

specific clients needs.

Understanding clients timescales so that responses can be tailored to suit.
Understanding the need for a polite and professional approach to all business
Understanding the need for clear concise communication to keep clients

informed of developments.
3. How you will identify and utilize the systems and processes for managing client
care
Customer complaint procedures
Quality Assurance procedures
Other policies such as sustainability, equal opportunities, environmental
policies etc depending upon the clients requirements.
Customer satisfaction questionnaires
Client feedback meetings
Lessons learned workshops
4. Explain the requirement to collect data, analyse and define the needs of clients.
The briefing process The importance of the briefing process and defining a
clear scope of works for the team so that the expectations of both parties are

aligned.
Job Planning - The internal process of planning how the clients requirements
will be met for both specific deliverables and broader input to the project,
together with how this relates to the pricing and management of the

commission.
Continuous Client Management identifying a process to capture any changes

to the needs of the client and the project.

5. Difference between a Client and a Customer
In general both "customer" and "client" can be defined as "one that buys goods
or services." However, there is only the one definition for customer, but has five
other definitions for client. A client is also defined as "the party for which
professional services are rendered, as by a lawer" and as "One that depends on
the protection of another." The main difference between a customer and a client
is that a protective, on-going business relationship is formed with a client, but not
necessarily with a customer.
6. How do you deal with a customer complaint?
7. First of all we should be familiar with customer complaints procedure in our
company. Often that procedure will have specific timescales to respond within,

and specific actions against individuals. Clearly these need to be adhered to in

order to show that the complaint has been handled effectively and in accordance
with company policy. Take following actions,
Allocate the complaint to appropriate person as per company procedure
Respond in the identified timescale to the client
Investigate the complaint using defined procedures
Identify the outcome and course of action to rectify or close out the complaint.
Communicate the outcomes and course of action to the client.
Formally record using appropriate process
Communicate the lessons learned internally
Review at a pre-determined date in the future.
8. What is meant by Clients money? How you will manage clients money.
Any money held or received by the firms which do not solely belong to the firm.
This money held in trust by a firm on behalf of third parties and which is not due
to the firm. We have to ensure that the money entrusted to you is always:
Kept separately from your own, your firms, your companys account.
That this money is clearly identifiable.
Obtain bank confirmation of account conditions.
Advise the client and agree terms of account handling in writing.
Obtain clients written approval to make payments from their account.
That the money that belongs to them should be available to them at all times.
9. What are the subjects RICS investigate against a member or a regulated firm?
Failure to use complaints handling procedure, Incompetence, Conflicts of interest,
Misuse of clients money, Failure to answer correspondence, Allegation or a
conviction of a criminal offence.
10.What is meant by PI Insurance
It is a third party insurance to cover the damages and losses suffered by a client
due to negligent actions, omissions, errors of a professional.
11.Why PII is important for the profession and who does it protect?
If the liability to exercise reasonable skill and care failed to happen. PII is an a
third party insurance aimed to indemnify ones liability and legal costs claimed
arising out of professional negligence. We have to insure ourselves for at least 6
years after we stop practising. (similarly till 6 years after one work is completed)
12.Does one need personal PII cover
If one work for a firm as a consultant, no need to take out a personal insurance
on top of that arranged by the firm if they cover you on their policy. The firms
policy must be RICS compliant. But make sure that the cover is sufficient in
the event of claims by (1) Third parties, (2) Your own owner, (3) Another party
for whom your employer is acting as an agent, (4) Insurers.
13.What is run-off cover insurance PII is taken for a minimum of six years after
retirement of a chartered surveyor. This is RICS requirement. As per law one may
be liable even after this 6 years. (10 years requirement as per U.A.E. civil code)

14.How do you know that your existing client is happy? Repeated business,
questionnaire as per ISO procedure, feed backs from clients.