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

Important Notice: COVID-19 Institute response

BCIT

BLDC 1010 - Customer Service and Home Warranty

Building Construction Part-time Studies Course

School of Construction and the Environment

BCIT is planning for a substantial return to on-campus activity for the Winter 2022 term as informed by BC Provincial Health Officer guidelines. Refer to each course listing for details.

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

$508.80

Winter 2022

Below are two offerings of this course for the Winter 2022 term.

CRN 88248

Wed Jan 05 - Wed Mar 23 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 05 - Mar 23 Wed 17:30 - 20:30 Online

Instructor

Pilar Bonilla

Course Outline

Cost

$508.80

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

CRN 89604

Fri Jan 07 - Fri Mar 25 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 07 - Mar 25 Fri 09:00 - 12:00 Online

Instructor

Pilar Bonilla

Course Outline

Cost

$508.80

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 9:00am - 12:00pm PST every Friday for the 12 weeks of the course. 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.

This course offering is in progress. Please check back next term, subscribe to receive email updates or contact us with your comments or questions.

In Progress

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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