Tarion-approved 

CUSTOMER SERVICE & TARION WARRANTY

Course Length: 3 days

Date: TBD

Location: North York/Thornhill, ON

Price: Join the wait list for free!

Join the wait list and we will notify you ​once the next course is taking place. The course fee is $999 + HST and this includes the exam, all participant materials, a textbook, a light breakfast, and lunch.

Group rates are available for groups of 6 or more, please contact training@buildability.ca

  • MANAGE CUSTOMER EXPECTATIONS

  • SAIL THROUGH DIFFICULT CONVERSATIONS FOR WIN/WIN RESULTS

  • USE EMPATHY TO BUILD TRUST WITH HOMEOWNERS

  • LEARN THE TARION WARRANTY RULES

COURSE DESCRIPTION

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!

Course objectives

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

  • Learn how to 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 19, 20, 28, 42

  • Apply Tarion’s Construction Performance Guidelines

  • Understand Appeal mechanisms: LAT (Licence Appeal Tribunal) and BAF (Builder Arbitration Forum)

ABOUT THE INSTRUCTOR

Michael lio, P.eng

buildability CORPORATION

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.

Testimonials

buildABILITY opened my eyes to areas of customer interaction that I have been lacking but probably didn't realize until now. This is a useful tool and will help me take my customer service skills to the next level. I highly recommend this course to anyone in the customer service/homebuilding industry.

DON MESSERVEY

Rinaldi Homes

I have found that this course is one of the best out there pertaining to the home building industry in Ontario. It covers a variety of areas that help deal with "difficult homeowners, customer service, Tarion warranty, and journey mapping". It is an excellent way to have all team members become more knowledgeable in their field and find clarity in this difficult time dealing with high expectations.

S. ANGELICI

This course should be mandatory for all in the building industry - it encompasses all aspects of the building environment and brings to the forefront the importance of building relationships within a positive culture while providing the tools to accomplish the goals of increasing success for the company, the customer and yourself. A great course!

ANONYMOUS

© 2019 buildABILITY Corporation

170 Sheppard Avenue East, Suite 202

North York, ON M2N 3A4

E: training@buildability.ca

T: 416-961-3487

F: 416-975-8819