CUSTOMER SERVICE & TARION WARRANTY
One of our most popular courses.
Learn how to deliver exceptional customer service. A must for every builder.
MANAGE CUSTOMER EXPECTATIONS
SAIL THROUGH DIFFICULT CONVERSATIONS FOR WIN/WIN RESULTS
USE EMPATHY TO BUILD TRUST WITH HOMEOWNERS
LEARN THE TARION WARRANTY RULES
COURSE TEXTBOOK INCLUDED
Led by the former Executive Director of the Consumer’s Council of Canada, our most popular workshop will teach you how to implement effective service strategies from sales to closing. It will teach you how to establish or re-establish trust with your homeowner after a misunderstanding. You will understand your homeowner and they will understand you! You will be able to ensure customer satisfaction throughout the construction process.
Do not miss this seminal workshop, packed into 3 days of fast-paced interactive exercises and lectures!
By the end of the workshop, you will be able to:
Explain the most important factors of service excellence and how to implement them
Manage customer expectations and understand how they affect customer service
Discuss the causes of disputes, customer dissatisfaction and learn how to resolve disputes
List attributes of an effective customer service strategy and plan
Describe the home buying process and how to provide good customer service throughout
Navigate through difficult conversations with customers to produce win/win results
List the characteristics of emotional intelligence and their importance to service excellence
Plan for service work including: time and trades management
Explain Tarion’s role in the new home industry in Ontario
Describe the Ontario New Home Warranties Plan Act & Regulations as it relates to your homebuilding business
Explain the details of the Tarion Warranty including: deposit protection; delayed closing; and the one, two, and seven year warranties
Use Tarion Builder Bulletins 20, 42, and 46
Apply Tarion’s Construction Performance Guidelines
Understand Appeal mechanisms: LAT (Licence Appeal Tribunal) and BAF (Builder Arbitration Forum)
April 2, 2020
April 9, 2020
April 16, 2020
from 9:00am to 4:00pm
Location: The Thornhill Club, 7994 Yonge Street, Thornhill, ON L4J 1W3
Price: $999 + HST
(incl. exam, materials, breakfast and lunch)
Group rates are available for groups of 6 or more, please contact firstname.lastname@example.org.
ABOUT THE INSTRUCTOR
Michael lio, P.eng
Michael has worked with builders across Canada for more than 30 years. He has worked with Tarion since 1988 as a consultant and most recently as a board member. Michael has been a consumer advocate over his entire career. He has been the Executive Director of the Consumers Council of Canada (2000 to 2008) and the Homeowner Protection Centre (2009 to 2014). He has represented consumers on various organizations including the boards of ESA, TSSA, and Advertising Standards Canada. Michael has facilitated hundreds of training sessions for audiences across Canada. Recently, he authored the publication, Best Practices for Builder Customer Service as a compendium of procedures and policies from the very best home builders from across Canada and the United States. Michael has built a tool kit for builders to immediately improve their relationship with their homeowners.
Note: This is part of the new Tarion Education Criteria as of September 1, 2015 for new applicants proposing to build residential freehold and low-rise condominium under Part 9 of the Ontario Building Code. For more information on what competencies you need to meet, please visit “Tarion’s Getting Registered Page“.
This is a technical workshop intended for persons wishing to become a Tarion registered homebuilder. buildABILITY reserves the right to limit registration to individuals with the necessary demonstrated prerequisite knowledge and expertise.
Our refund policy can be found on our FAQ page.