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| 2006 Customer Relations Summit |
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2006 Course Descriptions
Career Skills Getting ahead in the business world is easier when you know the rules. This session draws the most important points from six other seminars: Professional Etiquette, Office Politics, Convenio; Ergo, Sum (I Meet, therefore I Am), Organized for Success, Public Speaking Is Not a Terminal Disease, and Fun with Stress. If you expect over a hundred useful tips on a variety of skills and situations, you aren’t expecting too much from this reality based seminar. Referrals From aligning expectations through quality management and touchpoints, you’ve stressed and strained to get home buyers to love your company. Now what? Now is the time to gather your just rewards: repeat buyers and new customer referrals. The question is how to you make those desirable events happen. The answer is this seminar. Hear referral program ideas, see examples, and learn how to uncover hidden treasures–right there in your existing homeowners. Universal Service Standards The heretofore missing link in customer service has been discovered, explored, and catalogued. Put these powerful insights to work in your company and raise the bar on service–for home buyers, colleagues, trades, and associates. This dynamic approach to setting and adhering to service standards can change the way your company conducts business, make your day enjoyable, and generate greater satisfaction for everyone connected to your organization. HR Basics In today’s workplace supervisors must have a working knowledge of key human resource skills and regulations. HR Basics is designed for those who have HR responsibility but don’t have the time to learn every HR discipline or sort through employment laws. Designed in four segments, HR Basics will take you through interviewing potential employees, confronting performance issues, preparing employment documentation, and key areas of employment law every supervisor must know. The Welcome Home Guide Although no substitute has been found for aligning buyer expectations, most builders do not glean all they could from their homeowner manuals. From covers to digital photos, this seminar examines characteristics of effective manuals. After reviewing development and use, this session addresses maintenance techniques then considers the pros and cons of on-line versions, condensed versions, and outsourced versions. See your own manual with fresh perspective and new insights. Orientation Training & Techniques Anyone who thinks home buyer orientations are easy has not done them. And anyone who’s done them and makes them look easy is well-trained. The study that goes into developing the necessary skills and accumulating the essential knowledge takes commitment, time, and energy. This program helps organize the assignment, provides tools to keep all the information under control, and specific techniques for handling tough orientation situations. From the Sales Office to the Design Studio The importance of the selection process has been measured by surveys and as a result is getting the attention it deserves. What are the current best practices, how can you update your procedures, and what pitfalls should you avoid? Whether you have buyers make selections in the sales office, at showrooms, or at your company’s free standing design studio, the hints covered in this session will help you fine-tune this vital part of the new home process. Help Sales Help Warranty Studies show that new home buyers expect and want the builder’s warranty explained by the sales staff. Doing this up-front arms the buyers with important information that carries over into their home ownership phase. This course teaches warranty and sales how to achieve cooperation and rapport by working together to create an informed homeowner from the get-go, including 10 Ways to Help Sales Help Warranty and Effective Homeowner Manual Presentations. Assessing Your Communication Skills A break out activity to give you practice in a safe setting: Best to commit your communication faux pas among friends and learn how to polish your “thinking on your feet” skills. Not only will you enjoy this exercise, it will provide you with tools to use with your staff. Real world scenarios and the conversations that address them are observed in small groups, discussed, improved as needed–then it’s on to the next topic. Sick of Satisfaction Surveys? The feeding frenzy over customer feedback has lost its allure. Customers are tired of being asked if they are satisfied and front line personnel are tired of feeling blackmailed. While customer satisfaction remains a worthy goal, the pressure to “make the numbers” is getting stale. How can you rekindle enthusiasm for this aspect of the home building business and get more customers to return their surveys without bribery? This common sense approach puts things back on track for buyers and employees. |
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