Course details
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
Cost
$530.25
Course offerings
Fall 2023
Below are two offerings of BLDC 1010 for the Fall 2023 term.
CRN 48351
Duration
Tue Sep 05 - Tue Nov 21 (12 weeks)
- 12 weeks
- CRN 48351
- $530.25
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Sep 05 - Nov 21 | Tue | 08:00 - 11:00 | Online |
Instructor
Pilar Bonilla
Course outline
Cost
$530.25
Important information
- Internet delivery format.
-
***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. Important course information will be sent to registered students closer to course start date. Make sure your email address on your student account is correct and up to date.
Status
In Progress
This course offering is in progress. Please check back next term, subscribe to receive email updates or contact us with your comments or questions.
CRN 47272
Duration
Wed Sep 06 - Wed Nov 22 (12 weeks)
- 12 weeks
- CRN 47272
- $530.25
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Sep 06 - Nov 22 | Wed | 17:30 - 20:30 | Online |
Instructor
Pilar Bonilla
Course outline
Cost
$530.25
Important information
- Internet delivery format.
-
***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. Important course information will be sent to registered students closer to course start date. Make sure your email address on your student account is correct and up to date.
Status
In Progress and Full
This course offering is in progress and full. Please check back next term, subscribe to receive email updates or contact us with your comments or questions.
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:
School of Construction and the Environment
- Architectural and Building Technology
Certificate Part-time
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Programs and courses are subject to change without notice.