- International Fees
International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
Course Overview
Introduces tools and approaches for creating an effective Customer Service Framework and strategy for residential home builders; includes elements for creating a responsive customer service culture and an understanding of how the home Warranty Insurance program works in BC, what the responsibilities of all parties involved are. Homeowner Orientation and Walk-through procedures will be discussed including homeowner manuals and the creation of performance standards that will guide employees to deliver a successful project that satisfies customer expectations. Customer dissatisfaction and ways to communicate and deal with conflict will be discussed, along with fulfilling homeowner expectations and how to avoid disputes.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
3.0
Domestic fees
$564.42 - $607.36 See individual course offerings below for actual costs.
Learning Outcomes
Upon successful completion of this course, the student will be able to:
- Develop customer service framework and customer service culture for a residential construction company
- Explain techniques for managing customer expectations
- Demonstrate good communication skills for customer management
- Identify the homeowner Protection Act requirements for Home Warranty
- Setup a management of Home Warranty Insurance program
- Describe Orientation, Walk-Through Inspection, and Turn-Over procedures
- Differentiate dispute resolution techniques
- Describe the elements of Performance Standards and Quality Assurance programs for residential construction
- Develop Homeowner and Maintenance Manuals
- Setup an after turn-over customer service program
Effective as of Winter 2020
Related Programs
Customer Service and Home Warranty (BLDC 1010) is offered as a part of the following programs:
- Indicates programs accepting international students.
School of Construction and the Environment
- Architectural and Building Technology
Certificate Part-time
Course Offerings
Winter 2026
Below are two offerings of BLDC 1010 for the Winter 2026 term.
CRN 91802
Dates
Jan 05 - Mar 30 Loading
- CRN 91802
- $607.36 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Jan 05 - Mar 30 | Mon | 18:30 - 21:30 | Burnaby NE01 Rm. 320 |
Duration
12 weeks
Instructor
Liz Penner
Course outline
Important information
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- No class February 16 Family Day
Status
CRN 88248
Dates
Jan 07 - Mar 25 Loading
- CRN 88248
- $564.42 Domestic fees
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Jan 07 - Mar 25 | Wed | 17:30 - 20:30 | Online |
Duration
12 weeks
Instructor
Pilar Bonilla
Course outline
Course outline TBD — see Learning Outcomes in the interim.
Important information
- Internet delivery format.
- International fees are typically 3.25 times the domestic tuition. Exact cost will be calculated upon completion of registration.
- ***This is not a self-paced course. There will be specific time lines for assignments and exams.*** A computer with speakers is required for this course. You must also have an e-mail address and access to a computer capable of downloading basic documents. Students will participate in weekly "Virtual Classroom" sessions, per the above class schedule.
Status
Programs and courses are subject to change without notice.