Lesson series

Customer Service and Home Warranty Insurance
14 Hours (14 CPD)

This 14-hour online course will discuss home construction service excellence, reliability, empathy, and responsiveness along with the home warranty process in order to help home builders better establish expectations, transfer them into the finished project, and successfully transfer the project to the homeowner, in order to assure a successful construction project.
This 14-hour online course will go through the following topics and provide insights to the BC residential builders and professionals:

- What is Customer Service
  * The five factors/dimensions of service excellence: reliability, Assurances, tangibles, empathy, and responsiveness
  * Understanding of customer values, behaviours and expectations
- The Framework for Customer Service
  * How to establish expectations and why it is important for good customer service
  * The steps in transferring a home to the customer
  * The elements of a walk-through inspection and its relationship to customer service and home warranty
  * Customer service as a marketing strategy for home builders
  * The importance of customer orientation, including key components of an effective maintenance manual
  * How to plan for warranty service work, including time management, budget contingency and subcontracts
- Identify common situations, difficulties and methods for resolving conflicts
  * The common causes of disputes and customer dissatisfaction
  * Techniques for resolving disputes, the key processes for resolving disputes (mediation, arbitration, civil suit, appeal)
- Construct and use a quality customer-service action plan
  * Represent attributes of an effective customer service strategy
  * Identify procedures for identifying customer service problems and solutions
- Explain the roles of the homeowner, builder and home warranty insurance provider in identifying and responding to possible construction defects for the homeowner and future homeowners
  * Homeowner, Builder and Home Warranty Insurance Provider’s Obligations/Roles
Construction Defects
  * Strata Insurance and Bylaws in BC
  * Protecting On-Reserve Housing HPO's Home Warranty Program

By the end of the in-depth course, learners will have a better understanding of the subjected topic and gain better knowledge

The goal of the presentation is NOT to elaborate on the details but to educate the learners on how to work effectively for the best outcomes.