Course Description

This video-based eLearning course is designed specifically for homebuilders who want to strengthen their customer service skills alongside their technical expertise. Providing quality workmanship is essential, but generating long-term success in the homebuilding industry depends on building trust, communicating clearly, and guiding clients confidently through what will be one of the largest financial and emotional investments of their lives. In this course, you will explore the RATER customer service model (Reliability, Assurance, Tangibles, Empathy, and Responsiveness), and learn how each factor directly influences client satisfaction, project outcomes, and business reputation.

Through four customer service focused modules, which include multiple video interviews with experienced builders, you will gain practical strategies to reduce misunderstandings, improve communication, manage client expectations, and create a smoother, more positive homebuilding experience from the very first sales meeting, to the final walkthrough, and beyond.

By the end of the course, you will understand how exceptional customer service not only benefits your clients, but also strengthens referrals, protects your reputation, and supports long-term business success.

Learning Outcomes:

1. Explain what customer service is: – Describe the five factors of service excellence: reliability, assurances, tangibles, empathy, and responsiveness. – Demonstrate understanding of customer values, behaviours and expectations.
2. Understand the framework for customer service: – Explain how to establish expectations and why it is important for good customer service. – Describe the elements of a walk-through inspection and its relationship to customer service and home warranty.
3. Identify common situations, difficulties and methods for resolving conflicts: – Identify the common causes of disputes and customer dissatisfaction.
4. Construct and use a quality customer-service action plan: – Represent attributes of an effective customer service strategy. – Identify procedures for identifying customer service problems and solutions.