The knowledge and experience of premier customer-service expert Carol Smith are at your fingertips whenever you open the Customer Relations Handbook for Builders. This two-volume set provides the guidance and materials you need to go beyond customer service to build the successful relationships you need to reduce complaints and warranty work and to obtain repeat and referral sales. Company philosophy, staffing, service procedures and reports, quality management, buyer expectations, product presentation, use of a homeowner manual, financing, selections, change orders, site visits, homeowner orientation, warranty service, trade contractor service, communication skills and customer feedback are only some of the topics covered in this comprehensive handbook.In addition, over 100 forms, checklists and figures drawn from both volumes of the Customer Relations Handbook are provided on diskette. Using the materials on the disk, you can begin immediately to customize and apply materials from...

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