Product category:
Building Trade Associations and Institutes
News Release from: NHBC
Edited by the Buildingtalk Editorial
Team on 15 September 2005
NHBC Seminar for Senior Executives
NHBC is running a repeat series of its seminar for senior executives to help them meet the 21st century customer's expectations.
NHBC is running a repeat series of its seminar for senior executives to help them meet the 21st century customer's expectations The "Handling 21st Century Customer Demands" one-day seminar is aimed at those who are responsible, at the highest level, for managing the complex and often challenging field of customer relations
This article was originally published on Buildingtalk on 8 Jun 2005 at 8.00am (UK)
Related stories
NHBC solution to mixed-use development
Mixed-use developments are increasingly becoming centrepieces of the UK's inner cities.
Improving standards of health and safety
A major drive to improve standards of health and safety in the Scottish house building industry has been launched.
NHBC's seminar takes management strategies, which have been developed and refined over several years, and combines these with input from psychologists and senior negotiators.
It includes common scenarios using real-life studies; key psychological concepts applicable to the house-building industry; a guide to psychology - understanding how different personality types see situations; suggested modes of communication for key personality types and how enhanced skills can help prevent unnecessarily fraught situations for homeowners and builders.
Once completed, senior executives will be able to enhance their current business strategy by increasing customer satisfaction and thereby minimising damage to the business' reputation resulting from complaints.
Further reading
New approach to site supervision NVQ
New approach to site supervision NVQ could halve time to qualification, says NHBC
NHBC simple steps to cut deaths on site.
Following recent accidents involving vehicles on the worksite, NHBC has drawn up a list of tips which should be followed to ensure health and safety.
Mike Freshney, a non-executive director at the Home Builders Federation, who has attended the course, said: "Having attended this seminar I feel it is an absolute prerequisite to achieving high levels of customer satisfaction and knowing, understanding and managing your customer".
""This is not mere academic theory, it is tried and tested real life, with actual, practical case examples and lessons which you will recognise in your business.
Unlike some courses, from this one you will leave buzzing with ideas to apply to your own customer service activity." Ken Minter, NHBC Head of Claims, and Chartered Social Psychologist Guy Fielding head the one-day seminar".
"Ken has 20 years experience dealing with customers in the building industry and works on NHBC's more complex claims".
"Ken said: "Customer satisfaction is something which impacts on every level of a business.
Staff working with a homeowner must understand their after sales obligations and develop skills in building good relationships with customers, if their business is to have the upper hand over its competitors".
""After a day on this seminar you will be able to avoid the behaviour that turns reasonable customers into unreasonable complainants, and have a strategy in place for your staff." Guy Fielding has an expert understanding of how people interact and brings insight into issues involved with communicating with customers.
For further information on NHBC's courses and seminars please contact Training Services on 0870 241 4323 or at trainingservices@nhbc.co.uk.
• NHBC: contact details and other news
• Email this article to a colleague
• Register for the free Buildingtalk email newsletter
• Buildingtalk Home Page
