Overview
“Act as if you like your customer,” says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers’ experience a positive one from initial contact through warranty service. Satisfied customers aren’t born that way. They’re created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organizing the activities necessary to reach them. Customer Service for Home Builders explores the fundamental customer service challenges that every service-oriented company faces: • staff • quality • documentation • internal communication • policies and procedures Carol Smith examines the sequence of a builder’s relationship with home buyers and shows builders how to initiate service and successfully manage customers’ experiences instead of just reacting to issues customers raise. In "Daily Operations: Working with Customers,” she focuses on— • expectations• preliminaries • customers and construction• new home delivery• warranty service The book —with its forms, checklists, documents, and resources guide- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith’s industry-tested guidelines.Author Biography
Internationally renowned, Carol Smith is a customer relations expert with 30 years of experience in the home building, customer relations, real estate, and mortgage industries with home owners and builders alike. A bestselling author of nearly a dozen books focusing on home building, Carol’s successful books include Customer Service for Home Builders; Warranty Service for Home Builders; Meetings with Clients; Homeowner Manual, 2nd ed.; Dear Homeowner: A Book of Customer Service Letters; and other products. She founded the Association for Customer Relations Professionals and speaks to standing room only audiences at the International Builders’ Show of the National Association of Home Builders, at state and local builders’ association functions, and at meetings in Canada, Australia, and other countries. To read her bimonthly newsletter Home Address, go to www.cjsmithhomeaddress.com, click on Resources and Homes Address Newsletter.
