{"title":"Customer Service and Home Warranty Insurance","description":"\u003cdiv style=\"font-family: inherit; text-align: center;\"\u003e\n\u003cp style=\"font-size: 16px; font-weight: 600; letter-spacing: 0.08em; text-transform: uppercase; color: #415667; margin: 0 0 0.5rem;\"\u003eBC Housing Core Competency\u003c\/p\u003e\n\u003cp style=\"font-size: 16px; line-height: 1.7; margin: 0 auto 1rem; max-width: 80ch;\"\u003eMost warranty disputes start with a conversation gone wrong. A client hears about a cost increase too late, or about a delay with no plan attached, and trust drops fast.\u003c\/p\u003e\n\u003cp style=\"font-size: 16px; line-height: 1.7; margin: 0 auto 1.5rem; max-width: 80ch;\"\u003eThese courses give you practical steps for handling difficult customers, service standards your whole team follows, and a clear way to deliver bad news about rising costs and slipping timelines. Fewer surprises for your clients means fewer callbacks and complaints for you.\u003c\/p\u003e\n\u003c\/div\u003e\n \u003c!-- HomeBuilder CPD: BC Housing competency links (icon circles) --\u003e\n\u003cdiv style=\"margin:8px 0 28px; text-align:center;\"\u003e\n  \u003cp style=\"font-size:18px; font-weight:700; letter-spacing:0.06em; text-transform:uppercase; color:#415667; margin:0 0 16px; text-align:center;\"\u003eBrowse by BC Housing core competency\u003c\/p\u003e\n  \u003cdiv style=\"display:flex; flex-wrap:wrap; gap:20px 12px; justify-content:center;\"\u003e\n    \u003ca href=\"\/collections\/business-ethics\" title=\"Business Ethics courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#F6F3EF\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003ccircle cx=\"32\" cy=\"33\" r=\"14\"\u003e\u003c\/circle\u003e\u003cpath d=\"M37 27l-3 8-7 4 3-8z\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eBusiness Ethics\u003c\/span\u003e\n    \u003c\/a\u003e    \n\u003ca href=\"\/collections\/business-planning-and-management\" title=\"Business Planning and Management courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003ccircle cx=\"30\" cy=\"36\" r=\"12\"\u003e\u003c\/circle\u003e\u003ccircle cx=\"30\" cy=\"36\" r=\"6\"\u003e\u003c\/circle\u003e\u003cpath d=\"M30 36L42 22v-6M42 16l6 3-6 3\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eBusiness Planning\u003c\/span\u003e\n    \u003c\/a\u003e\n  \u003ca href=\"\/collections\/construction-management-and-supervision\" title=\"Construction Management and Supervision courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003crect x=\"21\" y=\"30\" width=\"22\" height=\"18\" rx=\"2\"\u003e\u003c\/rect\u003e\u003cpath d=\"M27 37h10M27 42h7\"\u003e\u003c\/path\u003e\u003cpath d=\"M19 27h26M22 27a10 10 0 0 1 20 0M32 17v5\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eConstruction Management\u003c\/span\u003e\n    \u003c\/a\u003e\n    \u003ca href=\"\/collections\/construction-technology\" title=\"Construction Technology courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003cpath d=\"M16 32l16-13 16 13\"\u003e\u003c\/path\u003e\u003cpath d=\"M20 29v17h24V29\"\u003e\u003c\/path\u003e\u003cpath d=\"M26 40c3-3 5 3 8 0s5 3 8 0\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eConstruction Technology\u003c\/span\u003e\n    \u003c\/a\u003e\n    \u003ca href=\"\/collections\/customer-service-and-home-warranty-insurance\" title=\"Customer Service and Home Warranty Insurance courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003cpath d=\"M32 15l14 5v10c0 9-6 15-14 19-8-4-14-10-14-19V20z\"\u003e\u003c\/path\u003e\u003cpath d=\"M25 33l7-6 7 6v8H25z\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eCustomer Service \u0026amp; Warranty\u003c\/span\u003e\n    \u003c\/a\u003e\n   \u003ca href=\"\/collections\/financial-planning-and-budget-management\" title=\"Financial Planning and Budget Management courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003crect x=\"18\" y=\"18\" width=\"28\" height=\"30\" rx=\"2\"\u003e\u003c\/rect\u003e\u003cpath d=\"M24 42v-5M30 42v-9M36 42v-13\"\u003e\u003c\/path\u003e\u003cpath d=\"M22 25h10\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eFinancial Planning\u003c\/span\u003e\n    \u003c\/a\u003e\n   \u003ca href=\"\/collections\/legal-issues\" title=\"Legal Issues courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003cpath d=\"M22 16h16l6 6v26H22z\"\u003e\u003c\/path\u003e\u003cpath d=\"M38 16v6h6\"\u003e\u003c\/path\u003e\u003cpath d=\"M27 28h12M27 33h12\"\u003e\u003c\/path\u003e\u003cpath d=\"M27 42c2-3 3 1 5-1s3 1 6 0\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eLegal Issues\u003c\/span\u003e\n    \u003c\/a\u003e\n \u003ca href=\"\/collections\/relevant-enactments\" title=\"Relevant Enactments courses\" style=\"display:flex; flex-direction:column; align-items:center; gap:8px; width:110px; text-decoration:none !important; border-bottom:none !important;\"\u003e\n      \u003cspan style=\"width:64px; height:64px; border-radius:50%; background:#37A5AD; display:flex; align-items:center; justify-content:center; \"\u003e\u003csvg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"36\" height=\"36\" viewbox=\"12 12 40 40\" fill=\"none\" stroke=\"#ffffff\" stroke-width=\"2.6\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"\u003e\u003cpath d=\"M20 18h18a4 4 0 0 1 4 4v24H24a4 4 0 0 1-4-4z\"\u003e\u003c\/path\u003e\u003cpath d=\"M20 42a4 4 0 0 1 4-4h18\"\u003e\u003c\/path\u003e\u003cpath d=\"M26 27l4 4 7-7\"\u003e\u003c\/path\u003e\u003c\/svg\u003e\u003c\/span\u003e\n      \u003cspan style=\"font-size:16px; font-weight:700; line-height:1.25; color:#415667; text-align:center;\"\u003eRelevant Enactments\u003c\/span\u003e\n    \u003c\/a\u003e\n  \u003c\/div\u003e\n\u003c\/div\u003e","products":[{"product_id":"handling-difficult-customers","title":"Handling Difficult Customers (2 CPD Credits)","description":"\u003cp\u003eThe Handling a Difficult Customer workshop provides valuable insights and strategies for effectively managing challenging customer interactions. It begins by emphasizing the importance of maintaining the right attitude and managing both internal and external stress. Participants learn about Transactional Analysis and the roles of Parent, Adult, and Child in customer interactions, helping them understand customer behavior better.\u003c\/p\u003e\n\u003cp\u003eThe course explores why some customers may be difficult, whether due to past bad experiences, a desire for resolution, or general unhappiness. It offers specific techniques for dealing with difficult customers over the phone and in person, focusing on active listening, building rapport, and responding with positivity. Sensitivity in dealing with various types of difficult customers, including angry, rude, culturally diverse, and unsatisfied ones, is addressed.\u003c\/p\u003e\n\u003cp\u003eThe workshop also provides real-life scenarios and case studies to illustrate effective approaches to handling challenging situations. Additionally, it emphasizes the importance of following up with customers after addressing their complaints to ensure their satisfaction.\u003c\/p\u003e\n\u003cp\u003eIn conclusion, this course equips participants with the skills and knowledge needed to navigate difficult customer interactions successfully.\u003c\/p\u003e","brand":"Homebuilder CPD","offers":[{"title":"Default Title","offer_id":28944646537290,"sku":"DC18-01","price":165.0,"currency_code":"CAD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0251\/8502\/6122\/files\/difficultcustomers.svg?v=1782342919"},{"product_id":"customer-service","title":"Customer Service (2 CPD Credits)","description":"\u003cp\u003e\u003cspan style=\"font-size: 0.875rem;\"\u003eThe Customer Service course is tailored to enhance the skills necessary for providing exceptional customer service in various business contexts. It starts by defining who the customers are (both internal and external), what customer service entails, and who are the providers of these services. The course emphasizes the importance of a positive attitude in customer service, highlighting the impact of appearance, a smile, staying energized, and maintaining a positive outlook.\u003cbr data-mce-fragment=\"1\"\u003e\u003cbr data-mce-fragment=\"1\"\u003eThe course then focuses on understanding and addressing customer needs, including techniques for problem-solving, thinking creatively, and going beyond basic requirements to deliver exceptional service. There's a strong emphasis on generating return business through effective follow-up, handling complaints, and converting difficult customers into loyal ones. The program covers different modes of customer service, including in-person interactions, over the phone, and through electronic channels, each with its own set of advantages, disadvantages, and best practices.\u003cbr data-mce-fragment=\"1\"\u003e\u003cbr data-mce-fragment=\"1\"\u003eKey modules include strategies for dealing with difficult customers, such as de-escalating anger, finding common ground, and managing one‚Äôs own emotions. It also discusses when and how to escalate issues that go beyond normal service scenarios, including dealing with vulgarity and legal threats. The course concludes with a compilation of top tips for consistently delivering outstanding customer service and a final wrap-up session reviewing key lessons and action plans.\u003cbr data-mce-fragment=\"1\"\u003e\u003cbr data-mce-fragment=\"1\"\u003eThis course is ideal for anyone looking to improve their customer service skills and build lasting relationships with clients. \u003c\/span\u003e\u003cbr\u003e\u003c\/p\u003e","brand":"Homebuilder CPD","offers":[{"title":"Default Title","offer_id":28944647061578,"sku":"CS18-01","price":165.0,"currency_code":"CAD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0251\/8502\/6122\/files\/custservice.svg?v=1782342954"},{"product_id":"builder-s-tool-kit-for-difficult-customers-2-cpd-credits","title":"Builder’s Tool Kit For Difficult Customers (2 CPD credits)","description":"\u003cp\u003eThe Handling a Difficult Customer workshop provides valuable insights and strategies for effectively managing challenging customer interactions. It begins by emphasizing the importance of maintaining the right attitude and managing both internal and external stress. Participants learn about Transactional Analysis and the roles of Parent, Adult, and Child in customer interactions, helping them understand customer behavior better.\u003c\/p\u003e\n\u003cp\u003eThe course explores why some customers may be difficult, whether due to past bad experiences, a desire for resolution, or general unhappiness. It offers specific techniques for dealing with difficult customers over the phone and in person, focusing on active listening, building rapport, and responding with positivity. Sensitivity in dealing with various types of difficult customers, including angry, rude, culturally diverse, and unsatisfied ones, is addressed.\u003c\/p\u003e\n\u003cp\u003eThe workshop also provides real-life scenarios and case studies to illustrate effective approaches to handling challenging situations. Additionally, it emphasizes the importance of following up with customers after addressing their complaints to ensure their satisfaction.\u003c\/p\u003e\n\u003cp\u003eThis course equips participants with the skills and knowledge needed to navigate difficult customer interactions successfully.\u003c\/p\u003e","brand":"Homebuilder CPD","offers":[{"title":"Default Title","offer_id":39429972197564,"sku":"DC-JG-20-01","price":165.0,"currency_code":"CAD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0251\/8502\/6122\/files\/difficultcustomers_aac9bb77-f0a0-4383-b6c8-b26fa53e7fe4.svg?v=1782342896"},{"product_id":"bad-news-better-conversations-talking-to-clients-about-rising-costs-slipping-timelines-1-cpd-credit","title":"Bad News, Better Conversations: Talking to Clients About Rising Costs \u0026 Slipping Timelines (1 CPD Credit)","description":"\u003cp\u003eCost increases and schedule delays turn into client frustration, disputes, and warranty complaints when you explain them late or unclearly. Many builders rely on informal talks, put off hard updates, or never confirm what the client understood. Important decisions go undocumented, and the builder-client relationship takes the strain.\u003c\/p\u003e\n\u003cp\u003eThis course takes licensed residential builders in BC through preparing for and leading clear conversations about rising costs and slipping timelines on homebuilding and renovation projects. It covers why these discussions go wrong, a simple before-during-after framework, practical phrasing for difficult updates, and handling emotional reactions. You’ll also learn to confirm scope, budget, and schedule impacts and to document changes and follow-up steps in a way built for real sites.\u003c\/p\u003e\n\u003cp\u003eYour next hard update starts with a plan instead of an apology. Clients leave the conversation knowing what changed and why, and you leave with a written record of what they agreed to.\u003c\/p\u003e\n\u003cp\u003eAt the end of this course, participants will be able to:\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003ePrepare for client conversations about cost increases and schedule delays using a clear step-by-step approach.\u003c\/li\u003e\n\u003cli\u003eExplain causes, impacts, and next steps in plain language that clients can understand.\u003c\/li\u003e\n\u003cli\u003eManage emotional reactions while confirming understanding of scope, budget, and schedule changes.\u003c\/li\u003e\n\u003cli\u003eDocument decisions, changes, and follow-up actions to support customer service and reduce complaint and warranty risk.\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Homebuilder CPD","offers":[{"title":"Default Title","offer_id":67853429965033,"sku":"bdn001","price":82.5,"currency_code":"CAD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0251\/8502\/6122\/files\/clienttalkscosts_cf77cbf0-0b96-4315-90d9-d8d60cccb9ef.png?v=1793729998"}],"url":"https:\/\/homebuildercpd.ca\/collections\/customer-service-and-home-warranty-insurance.oembed","provider":"HomeBuilder CPD","version":"1.0","type":"link"}