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Customer Satisfaction The Competitive Edge
Designed for companies looking for a comprehensive program, this overview course begins with an update on consumer trends and research, then covers current best practices in the home building industry. You'll review the pros and cons of common and uncommon procedures and hear practical hints your staff can put to use immediately. Handout materials include dozens of sample forms and letters. Topics covered include--
Service Strategy and Structure Link Customer Satisfaction and Business Success
Service Strategy and Structure is a dynamic three-part class that will help your company stand out in a crowded marketplace. Designed for busy executives who want to establish a first rate service program within their organizations, this course defines the structure and personnel policies you need to have your company's service program up and running in record time. (Note: This class is an excellent follow up to a Customer Service Assessment.) Part
1 - Service Strategy
Part
2 - Service Policies & Procedures Manual
Part
3 - Managing Service Talent
Managing Service Education
Studies have shown that 67 percent of the customers a company loses to competitors are lost because of one incident with one person. Staff challenges include attitude, systems, and knowledge. Whether your company has 30 or 300 employees, front line training in communication and procedures is a critical element for your success. This seminar provides a framework for organizing training as an integral part of your business plan-one that produces the results you seek: a staff that gets the job done when it comes to customer satisfaction.
Everyone Has 2 Jobs Building Cooperation and Teamwork
Do sales and construction disagree about change order cut offs? Are start packages incomplete? Do your warranty personnel complain that they get no respect? Is everyone angry with accounting? A company's culture shows through to customers and associates. After identifying internal customer relationships and how support systems succeed (or fail) in meeting expectations of company personnel, this class presents practical tips and techniques to achieve a healthy company culture and effective service for all customers-internal or external.
5 Steps to Customer Satisfaction for Small Volume Builders Who Have Little Money, Less Time, and Absolutely No Personnel to Devote to Service
In small firms, resources are limited and good intentions are often mangled under the wheels of bumper-car schedules in today's busy world. Replacing reactive habits with planned systems allows small volume builders to transform chaos into a predictable process. This streamlined program provides no nonsense procedures and copy-ready forms to get your service program running quickly and effectively.
Aligning Customer Expectations Tell the Truth, Sell the Trust
Salespeople create customers' expectations, then construction and warranty reinforce those expectations. The challenge is to build trust with forthright and consistent information while maintaining the home buyers' enthusiasm.. This course examines techniques and tools builder personnel need to manage customer expectations in proactive and positive ways. Topics include--
Meetings with Clients Satisfaction and Control through Communication
Buyer involvement during construction of a new home is a given. Successfully managing that involvement requires planning. This class takes the mystery out of achieving customer satisfaction during the building process, balancing buyer involvement with builder control of operations. This entertaining class deals with the real world, providing-
Would You Buy this House? Quality Management for the Real World
Is "We've always done it this way" thinking blocking your company's quality? Dollars saved by doing the job right the first time go to the bottom line along with the profit from increased sales. This happens when everyone who works on the home has a quality mind set and the knowledge, skills, and habits to back it up. This course provides a practical introduction to quality management, including--
For Superintendents Only Customer Service for the Field
Just
as consumers have changed, the skills superintendents need to successfully
manage their job sites have evolved. With increased customization
of new homes, growing demand for quality, shortage of skilled labor,
and regular involvement of home buyers in the process, superintendent
training must include quality management, communication skills,
and insights into today's buyers. This course provides a solid foundation
in those areas.
Psychology of Orientation Strategies for Earning Buyer Satisfaction at Delivery
In the days surrounding their move, buyers are walking, talking billboards. This offers builders a golden opportunity. The by-products of an effective orientation program include satisfied buyers, word-of-mouth advertising that builds your reputation, and a positive tone for the warranty period. With sound preparation, a strategic itinerary and agenda, this meeting ends the buying process and begins the owning process for satisfied buyers.
New Home Warranty Service Results = Satisfaction
Service is more than fixing leaky faucets, but the leaky faucets still need attention. Balancing the control of hundreds of details about the homes, the occupants, and the trade contractors with the need for effective response is a tremendous challenge that can best be met with results-driven procedures, appropriate documentation, and communication skills.
Partners in Service Getting the Best from Your Trades
Trade contractor performance directly impacts customer satisfaction and consequently, your reputation. Appropriate selection and orientation of trades, combined with ongoing communication are essential keys to success. This class discusses steps you can take to establish a trade alliance for improved product and service, including--
The Service Call Standards, Policies, and Procedures for Warranty Repair Appointments
Trade personnel provide much of the hands-on service after the homeowner moves in. The attitudes and skills of service technicians have a direct impact on homeowner satisfaction and your reputation. Increase the effectiveness and self-confidence of your in-house technichians and trades' personnel by providing service call training. This class covers 35 specific guidelines that result in satisfied homeowners, including--
Front Line Communication Skills Talking, Writing, Phoning, Faxing, and Emailing Customers
The essence of customer service is one person doing something for one other person. Individual skills and attitudes are the raw material of service. Many of these are well-known but seldom used, others are new and easily learned. This class reviews and refreshes those skills and habits. Topics covered include--
In a Word--"No" Enforcing Boundaries, Retaining Goodwill
When customers test your boundaries, you have more options than destroying goodwill or sacrificing your service budget. The abilities to say no and manage conflict effectively allow for more productive operations, keep costs under control, reduce staff burnout, and permit everyone in the new home process greater enjoyment. Skills learned in this class include--
Service Protocols Positive Responses to Negative Customer Comments
You'll think we have a microphone hidden in your office, but the fact is that many negative customer behaviors occur over and over. This class reviews the service fundamentals that minimize such behaviors and provides specific responses to over two dozen negative customer behaviors or statements, including--
Degrees of Difficulty Working with Customers Who Nag, Threaten, Wheedle, and Whine
When a builder mentions the customer from hell, they are often referring to the buyer who yells, curses, and threatens. These people are certainly difficult. Many other behaviors qualify as difficult as well: buyers who cannot make decisions, buyers who interfere with work on the job site, buyers who play one staff person against another, buyers who fail to return phone calls....just to mention a few. This seminar catalogs difficult behaviors and methods of managing them, from mild to exotic-
Time Management Greater Productivity, Less Stress, Happier Customers
In our gadget-ridden, time-saving device saturated world, few of us have enough time. We stand at our fax machines, tapping our foot, aggravated that information heading toward us from five states away takes 30 seconds to arrive. What's wrong with this picture? This seminar offers hints that address the specific time-crunch challenges customer service professionals face daily. Subjects covered include--
Customer Service Judgment Calls Breaking Your Rules, Standing Your Ground
Most companies intend to "do the right thing." The challenge is knowing what that right thing is. This seminar looks at service ethics, defines the three levels of judgment calls front line personnel face, and provides guidelines for each. Sifting through the facts, thinking through the issues, and identifying responsibilities generates head scratching, heated debate, new perspectives, devil's advocates, dead ends, and creative solutions. Just when you think you have it all figured out, a new situation challenges your belief system and poses the question: when what's legal is not right, what should you do?
Extended
training schedules can be arranged. Discuss your customer service
training needs with us and we'll create a customized curriculum
to fill them. Your organization may need a new employee orientation
plan, company certification system, or train the trainers classes.
Staff development plans typically revolve around quarterly or semi-annual
schedules and can include participation in Home Address conferences
as well as on-site classroom and field training. |
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