Customer Service Excellence for Construction Professionals
Gold Seal: 2 Credits * BC Housing: 8 CPD Points
Description
In today’s competitive market, how do you differentiate yourself from your competitors? How do you provide exceptional customer service to support both current and potential clients?
This interactive seminar will help you to develop crucial customer service skills to build strong relationships with your clients and customers, including project owners, subcontractors, vendors, suppliers, regulatory bodies, and more.
You’ll learn practical approaches to engaging with the customer and proactively recommend additional products and value-added services. You’ll learn to address deficiencies and unexpected delays, cost overruns, and site-specific challenges, along with communicating technical details and project updates effectively to non-technical clients.
You’ll also learn how to build your customer service reputation to help grow your business. We’ll cover aspects related to negotiations and change order discussions, dispute resolution, and focusing on long-term and project-based ongoing relationships.
Through a series of hands-on practical workshops including construction-specific scenarios (such as highlighting competitive benefits, addressing quality concerns, and more), you’ll increase your competitive advantage and develop specific strategies and plans that you can apply immediately.
In this seminar, you’ll learn to:
· Provide exceptional customer service to grow your business
· Draw out what your clients really need, and how to add value
· Develop your customer engagement and experience strategy and plan
· Address your clients’ issues, from persuading your clients to addressing deficiencies, including strategies for managing construction project expectations
· Proactively manage difficult and demanding customers, including applying techniques for maintaining transparency in financial discussions with clients
· Build strong and lasting relationships with potential and existing clients, including best practices for client retention post project
Course Fee Includes: Access to the course, course materials (including reference materials such as the presentation deck, workshop materials, tip sheets, and more), and a digital certificate upon completion.
Delivery Method: Virtual Session – Zoom Meeting
This course is delivered in partnership with local and provincial construction associations across Canada. You will be participating with a group of industry peers from multiple regions.
Sharing a single registration between two or more individuals is not permitted. Please register each person that will be in attendance.
Prerequisites
There are no prerequisites for this course.
Who Should Attend
This course is designed for anyone who interacts with customers (both internal—in terms of other employees, and external—in terms of existing and potential clients), whether as a project manager, foreperson, site supervisor, crew, sales representative, customer service representative, and more.
What Previous Participants Have Said
“The session was very informative and gave us the opportunity to have useful interactive discussions.”
Technical Requirements
**For Virtual Delivery Sessions Only**
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Computer or laptop
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This course will involve on-screen interaction with your instructor and classmates, reading/viewing on-screen content (slides or videos), and interacting via typing with questions or responses. For this reason, cellphones may not be adequate.
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Windows 10 or Mac iOS.
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Webcam (Mandatory) – in order to engage and collaborate, participants will be expected to have their webcams on for the duration of the class
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Microphone (Mandatory)
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Internet connection- For best results, you will want to ensure you have an internet connection with an upload/download speed of 3-5 Mbps. You can test your internet speed here. The minimum recommended speed is 1.5 Mbps, but anything below 3 Mbps may result in loss of quality or buffering. Ideally hardwired connection versus wireless for stability - connect your computer directly to your router using an ethernet cable, rather than using your home wi-fi.
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A quiet space with minimal distractions –The microphone will be engaged for interactive sessions. Please plan to be fully engaged in the class and clear your work schedule just as you would for the in-class program.
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Comfortable chair
Course Credit Information
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The course is eligible for 2 CCA Gold Seal education credits and 8 BC Housing CPD credits upon completion.
Registrants seeking BC Housing CPD credits for this course must complete all course components before a certificate showing BC Housing CPD credits earned will be issued.
Registrants seeking gold seal credits for this course will be required to complete an assessment during the course to qualify to have the gold seal credit endorsement appear on their certificate of completion.