British Columbia Institute of Technologywww.bcit.ca/study/courses/bldc1010

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BCIT

BLDC 1010 - Customer Service and Home Warranty

Building Construction Part-time Studies Course

School of Construction and the Environment

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.

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.

Credits

3.0

Cost

$498.93

Fall 2020

Below is one offering of this course for the Fall 2020 term.

CRN 47272

Wed Sep 09 - Wed Dec 02 12 Weeks

Class Meeting Times

Dates Days Times Locations
Sep 09 - Dec 02 Wed 17:30 - 20:30 Online Online Delivery

Instructor

Pilar Bonilla

Course Outline

Cost

$498.93

Notes

  1. Internet delivery format.
  2. ***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 contact us with your comments or questions.

In Progress and Full

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

BLDC 1010 is offered as a part of the following programs:

School of Construction and the Environment

  1. Architectural and Building Technology
    Part-time   Certificate

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The personal information on this form is collected under the authority of the College and Institute Act (RSBC 1996, Ch.52). BCIT will use this information to communicate with you regarding relevant BCIT programs, courses and services. This information is only used by authorized BCIT staff. Email communication sent to and from BCIT is routed through the United States of America. If you have any questions about BCIT's collection and use of this information, please contact BCIT’s manager of Information Access and Privacy.

Programs and courses are subject to change without notice.

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