- International Fees
International fees are typically three times the amount of domestic fees. Exact cost will be calculated upon completion of registration.
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
Domestic fees
$542.25
Course offerings
Spring/Summer 2024
Below are three offerings of BLDC 1010 for the Spring/Summer 2024 term.
CRN 67200
Duration
Tue Apr 09 - Tue Jun 25 (12 weeks)
- 12 weeks
- CRN 67200
- Domestic fees $542.25International fees are typically three times the amount of domestic fees.
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 09 - Jun 25 | Tue | 08:00 - 11:00 | Online |
Instructor
Pilar Bonilla
Course outline
Domestic fees
$542.25
Important information
- Internet delivery format.
- International fees are typically three times the amount of domestic fees. 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, as per the class schedule above.
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 67197
Duration
Wed Apr 10 - Wed Jun 26 (12 weeks)
- 12 weeks
- CRN 67197
- Domestic fees $542.25International fees are typically three times the amount of domestic fees.
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 10 - Jun 26 | Wed | 17:30 - 20:30 | Online |
Instructor
Pilar Bonilla
Course outline
Domestic fees
$542.25
Important information
- Internet delivery format.
- International fees are typically three times the amount of domestic fees. 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, as per the class schedule above.
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.
CRN 69467
Duration
Thu Apr 11 - Thu Jun 27 (12 weeks)
- 12 weeks
- CRN 69467
- Domestic fees $542.25International fees are typically three times the amount of domestic fees.
Class meeting times
| Dates | Days | Times | Locations |
|---|---|---|---|
| Apr 11 - Jun 27 | Thu | 08:00 - 11:00 | Online |
Instructor
Pilar Bonilla
Course outline
Domestic fees
$542.25
Important information
- Internet delivery format.
- International fees are typically three times the amount of domestic fees. 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, as per the class schedule above.
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.
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.
- Indicates programs with a co-op option.
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.