Client Communication & Customer Service Flashcards

Under federal fair housing law, which communication practice must a TC avoid?

Answer: Making statements that steer or treat clients differently based on a protected class

The Fair Housing Act prohibits discriminatory treatment, including in communications, based on protected classes.

A client who speaks limited English is struggling to understand documents. What is the most appropriate step?

Answer: Inform the agent so the client can arrange a qualified interpreter or seek their own counsel

Escalating to the agent so a qualified interpreter can be arranged keeps communication accurate without the TC giving legal interpretation.

What is the most effective way to confirm a client understood an important deadline discussed on a phone call?

Answer: Send a follow-up email summarizing the deadline and ask the client to reply confirming

A written recap with a request for acknowledgment creates confirmation and a paper trail.

A client asks a TC to backdate a signature on an addendum to meet a missed deadline. How should the TC respond?

Answer: Refuse, explain it isn't permitted, and notify the agent/broker so a proper amendment or extension can be pursued

Backdating documents is unethical and potentially fraudulent; the right fix is a properly executed extension.

Which of these is the best example of proactive client service?

Answer: Reminding the buyer three days before the loan contingency deadline and listing any outstanding items

Reaching out before deadlines with outstanding items helps prevent missed contingencies.

Which response-time standard is generally considered best practice for client inquiries in a transaction?

Answer: Acknowledge within the same business day, even if a full answer takes longer

Same-day acknowledgment reassures clients while the TC gathers complete information.

When a seller and the TC disagree about how to handle a repair request, who has authority to advise the seller on negotiation strategy?

Answer: The seller's listing agent (or attorney)

Negotiation strategy is advice reserved for the licensed agent or attorney, not the TC.