Customer Service

CS101 - Planning for Outstanding Customer Service

Outstanding customer service just doesn't happen. It requires commitment, planning and discipline. This curriculum identifies the philisophical imperatives for builders and remodelers interested in establishing an effective customer service program for their company and the foundational steps necessary to implement a successful customer service program in their business.

CS102 - Selling Service Excellence

Effective marketing of your company's service exellence can yield big dividends. However, to effectively use customer service as a marketing tool, one must consistently deliver Positive Outrageous Service (POS). This course explores the definition of POS, the benefits of POS, the steps to POS and methods the builder/remodeler can utilize to market POS including the use of social media.

CS103 - Common Contracting Mistakes Caused by Poor Communication

This course will help students to better understand the need to, and how to, communicate with trade partners, suppliers and the client. There will be applied learning in "mirroring" listening techniques to help the student learn how to communicate clearly with another party. What is learned will then be applied in case study format.

CS104 - The Elements of a Successful Builder and Realtor Relationship

This course will establish the credibility and importance of both the Builder and the Realtor during the "building" process for buyer(s). The major intent is to provide the ability for all three parties (Builder/Realtor/Buyers) to have a "winning" and successful experience. Students should learn the tactics and tools necessary for them to successfully navigate the relationship with the Realtor during the acquisition phase of the build, as well as to cooperate and capitalize on the skills and experience that both the Builder and Realtor have for the client's benefit. The course is meant to outline how to establish guidelines, timelines and correction procedures without jeopardizing the relationship and the integrity of all parties ... including the buyer.

CS204 - Overcoming Objectives and Resolving Disputes

Sales and service opportunities begins with “no”. Often, objections and disputes arise out of miscommunication and misperceptions. Untangling objections begins with understanding the underlying reasons. Using active listening, identifying different learning and communication styles enhances interactions on all levels. This course provides methods and tools for successful and productive communication and strategies for resolving objections and disputes.

Join Contractors Across NC

By attending NCBI classes you will not only gain valuable information to further your business, but you will also have the opportunity to meet and network with other industry professionals experiencing the same challenges in today’s marketplace.