HCRA-approved
CUSTOMER SERVICE & TARION WARRANTY
Price
$599
Length
16h
Dates
Mar 20, 27, Apr 3, 10 (Class + Exam), 2025
Time
1:00PM - 5:00PM
"BuildABILITY opened my eyes to areas of my customer interactions that I've been lacking but didn't realize until now." - Don M.
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An essential course for all staff. Learn how to deliver exceptional customer service.
HCRA-Approved
Live Online
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Our most popular course!
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MANAGE CUSTOMER EXPECTATIONS
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SAIL THROUGH DIFFICULT CONVERSATIONS FOR WIN/WIN RESULTS
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USE EMPATHY TO BUILD TRUST WITH HOMEOWNERS
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LEARN THE TARION WARRANTY RULES
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COURSE TEXTBOOK written by michael lio
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One free exam rewrite included
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.
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Do not miss this seminal workshop, packed into 4 half-days of fast-paced interactive exercises and lectures!
Course objectives
By the end of the workshop, you will be able to:
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Explain the most important factors of service excellence and how to implement them
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Manage customer expectations and understand how they affect customer service
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Discuss the causes of disputes, customer dissatisfaction and learn how to resolve disputes
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List attributes of an effective customer service strategy and plan
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Describe the home buying process and how to provide good customer service throughout
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Navigate through difficult conversations with customers to produce win/win results
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List the characteristics of emotional intelligence and their importance to service excellence
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Plan for service work including: time and trades management
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Explain Tarion’s role in the new home industry in Ontario
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Describe the Ontario New Home Warranties Plan Act & Regulations as it relates to your homebuilding business
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Explain the details of the Tarion Warranty including: deposit protection; delayed closing; and the one, two, and seven year warranties
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Use Tarion Registrar Bulletins 1, 4, and 6.
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Apply Tarion’s Construction Performance Guidelines
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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.
Note: This is part of the new HCRA Education Criteria as of February 1, 2021 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 “HCRA's Getting Registered Page“.
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This is a technical workshop intended for persons wishing to become a HCRA registered homebuilder. buildABILITY reserves the right to limit registration to individuals with the necessary demonstrated prerequisite knowledge and expertise.
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Our refund policy can be found on our FAQ page.