RICS: The Entrepreneur Files 3/5 - Handling Difficult Customers & Complaints with Seki Ajenifuja & Sarah Watson #24

When conflict arises in a client relationship, it’s key that they’re resolved diligently, which is where the process of Alternative Dispute Resolution holds the power to defuse issues without the need for court proceedings.Joining us to explain what ADR is, expand on the process and share the most common types of ADR case, are Seki Ajenifuja of CEDR and Sarah Watson from The Property Ombudsman.If you’re looking for further advice on conflict resolution and ADR, we have developed content with the support of a working group of members to provide useful advice on managing client relationships and handling data. Find out more on the RICS website.This episode of The RICS Podcast covers:What Alternative Dispute Resolution is, and how firms & customers can benefit from ADR over court proceedingsHow Seki & Sarah’s firms ensure they reach the right decision in a disputeCommon types of ADR case, and pitfalls that surveying firms should seek to avoidWhere to find, and how to use, RICS’ new Client Relationships & Handling Data adviceRoyal Institution of Chartered Surveyors:https://www.rics.org/uk/RICS Podcast Pagehttps://www.rics.org/podcast/Kieran Halliwellhttps://www.linkedin.com/in/kdhalliwell/