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NSW · 2 points

Customer Service in the Building Industry

Building projects are personal, expensive and stressful for clients — and how heard and informed a client feels shapes their view of the whole build. Practical communication frameworks for expectation-setting, progress updates, complaint handling and difficult conversations.

  • Communication
  • Phone-friendly, progress saves as you go
  • Assessed — unlimited attempts
  • PDF certificate on completion

Buy this course · $39.00 or save with a points pack

A building project is the largest purchase most clients ever make, it happens in public, and it takes a year. How heard and informed the owner feels shapes their view of the whole build, including the parts that went well. Two identical houses with identical defects lists can end in a referral or in NCAT depending almost entirely on how the conversations went.

This course treats client communication as a builder’s trade skill rather than a personality trait. Setting expectations before the contract is signed, the update rhythm that stops owners filling silence with worry, delivering bad news about delays and variations early enough that it is information rather than an ambush, handling the complaint that arrives at 7pm, and closing out a job so the final inspection is not a negotiation. The scenarios are residential, with real owners and real pressure.

It is filed under the NSW Communication CPD topic, where customer service is one of the regulator’s own examples, and earns points at the 1-point-per-hour tier under the NSW scheme.

Building projects are personal, expensive and stressful for clients — and how heard and informed a client feels shapes their view of the whole build. Practical communication frameworks for expectation-setting, progress updates, complaint handling and difficult conversations.

You'll learn: Manage client relationships and communication through a build so expectations stay realistic, problems surface early, and disputes don't get a foothold.

  • NSW: 2 points (Communication)

What’s inside

  1. About this course
  2. Introduction
  3. Communication as a Project Control Tool
  4. Communicating Delays, Variations, or Defects Without Conflict
  5. Maintaining Trust During Delays and Disruptions
  6. The Referral Moment — The Builder’s Most Valuable Asset
  7. The Powerful Truth About Referrals
  8. Final Conclusion — Professional Customer Service In The Building Industry
  9. Recap

Plus 2 knowledge checks and an assessment at the end.

Reviewed by a NSW building practitioner.

Buy this course — $39.00

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At this course's rate, 12 points costs about $234.00. The 12 CPD Points pack is $169.00 — save $65.00, and spend the points on any courses you like.

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Disclaimer

The information provided in this course has been prepared using best endeavours to ensure that it is accurate, current and relevant at the time of publication. However, building legislation, regulations, standards, codes, policies and their interpretation may change over time and, in some circumstances, may be subject to interpretation or vary depending on the specific circumstances of a project.

The information provided is intended as general educational guidance only and should not be relied upon as a substitute for project-specific professional advice or verification.

Builders, contractors and other industry professionals are encouraged to independently verify the applicable requirements for each project, including the relevant legislation, regulations, standards, approvals and authority requirements, having regard to the specific site, building, construction method and circumstances.

PointCPD makes no representation or guarantee that the information provided will be applicable to every project or circumstance and recommends that participants seek appropriate professional or regulatory advice where clarification is required.

Questions about this course

Who is this course for?

Licensed NSW builders and supervisors who deal with owners directly, and anyone whose last job ended better on site than it did in the relationship.

Is this generic customer service training?

No. Every scenario is residential building: variations, delays, defects lists and handover, with the NSW context those happen in.

Does this course count toward my NSW builder CPD?

Yes, as interactive learning on the approved Communication topic from a provider with industry expertise, at the 1-point-per-hour tier under the NSW scheme.

How does it relate to the dispute resolution course?

This one is about preventing the conversation that starts a dispute. Dispute Resolution for NSW Builders covers what happens once one has started.