To support you and your education, BCIT is adapting applied learning in formats appropriate to the unfolding global situation. All PTS classes are being delivered in an online format unless you are notified otherwise.
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.
***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, scheduled 5:30pm - 8:30pm PST every Wednesday for the 12 weeks of the course.
This course offering is in progress and full. Please check back next term, subscribe to receive email updates or
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In Progress and Full
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
BLDC 1010 is offered as a part of the following programs:
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