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Client care (Complaints handling procedure (Appointed person, Requests for…
Client care
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the concept of identifying all clients/colleagues/third parties who are your clients and the behaviours that are appropriate to establish good client relationships
Types of clients (internal / external)
- Public/ Private sector
- departmental
- on a board
- an individual
the requirement to collect data, analyse and define the needs of clients.
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Duty of Care
one key concept is fundamental to all business: the client is sovereign. Notice that this is not the same as saying, 'the customer is always right' - in surveying matters this is not always the case! You must be able to understand the link between customer care and duty of care.
customer care
Instructions may not always be able to be accepted
- Lack of resources to complete role
- Lack of expertise / inability to call upon appropriate expertise.
- Actual/ potential COI
- Lack of full info
- Unconscionable requirement
- Unethical instruction
Client money
Protection:
- insolvency
- misappropriation by any party
- death of a sole practitioner
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