Customer Service & Home Warranty Insurance

"This course on home warranty and customer service will be beneficial to both new and existing builders.  It will help builders gain insights into how the system works and how they can differentiate themselves from their competition.  I congratulate BC Builder Training on a job well done"

This course has been approved by Licensing & Consumer Services for CPD training requirements and is currently under development in order to obtain future approval for qualification training.

This is an online course that involves approximately 30 hours of online learning.  Join Carol Smith, industry's leading customer service expert, as she shares her 40+ years of industry expertise.  

"The Customer Service portion of the course offers a comprehensive view of service for the home building industry. Framed with insights about today’s consumer and best practices, the sessions progress through each aspect of the new home experience from management’s role to warranty attentions. Emphasis on tangible tools and practical skills enable professionals to translate their service strategy into results. Session lectures, workbooks containing dozens of sample forms, and focused self-assessment tools provide the participant with an action plan that can lead to customer loyalty and business success."


  • An Experience Worth Repeating

Setting The Stage For Customer Loyalty

  • Service Leadership
  • Home Buyer Expectations

Managing the Process

  • Customer Meetings I:  Benefits, Planning & Preparation
  • Customer Meetings II:  Agenda Development
  • Customer Meetings III:  Techniques
  • Selection Strategies

Closing with Style

  • Homeowner Orientation I:  Purposes, Planning & Preparation
  • Homeowner Orientations II: Techniques & Follow Through
  • Closing with Style 

New Home Warranty Service

  • Warranty Decisions
  • Warranty Repairs
  • Warranty Fine Points
  • Partners in Service

Communication Skills

  • Communication Protocols
  • Service Diplomacy
  • Writing as a Service

From Problems & Conflict to Solutions & Improvement

  • Gray Areas
  • Challenging Home Buyers 

From Action Plan to Service Excellence

  • The Feedback Portfolio
  • Referral Heaven

BC Home Warranty Insurance


Training category (Group A):  This course is currently available for informal continuing professional development (CPD) and is under redevelopment for qualifiation (core competency) training  

  • Qualification (Core Competency) training (coming in the future): Includes completion of a 3rd party proctored exam
  • Informal CPD:  30.15 points - Participants only complete the course and do not take the exam
  • Formal CPD:  This course is not available for formal CPD credits

Course availability:  Online learning allows you to work at your own pace from the comfort of your own computer any time of the day or night. 

Timeframes:  You will be allotted 6 months from the date of course registration to complete the online education.  Extensions can be purchased if additional time is required. 

Prerequisite:  There are no prerequisites for this course.  You can register for this course anytime at your convenience.

Tuition: $449 + tax for a limited time.

The tuition includes the online education and an electronic copy of the course manual.  

Proof of course completion:  Upon completion of the online course, participants will be able to log into our learning management system to view and print a certificate of completion for informal CPD. An additional qualification (core competency) training certificate will be provided to those individuals who successfully complete the final exam. The exam results will be available and kept electronically in your student profile.

Qualification (Core Competency) Exam (under development):  The 3rd party proctored exam for this course (applicable for individuals completing qualification training)  is closed book in a multiple choice, multiple answer and true/false format.  There is no exam for participants taking the course for informal CPD training.

Proctor testing centers:  Licensing & Consumer Services requires 3rd party proctoring for online exams that qualify as qualification training.  When you are close to completing the online course, you will need to make arrangements with a proctor testing location to proctor your online exam for you.  Please click here to see the list of the current approved BC proctoring locations. BC Builder Training will provide you with further proctoring information upon course completion.

Passing grade:  The passing grade is 70%. 

Register Now