Analyzing Customer Service: Service & Warranty Assignment 2 Insights

This assignment focuses on service and warranty aspects within a business context, specifically addressing customer interactions and dispute resolution. It covers key areas such as the importance of home warranty programs, the value of walk-through inspections, and the benefits of offering extended warranties to customers. The assignment also delves into permitted exclusions in construction contracts and different types of dispute resolution methods, advocating for mediation as a preferred approach due to its collaborative and confidential nature. The responses emphasize understanding customer perspectives and fostering mutually agreeable solutions, referencing relevant sources to support the arguments presented.

SERVICE & WARRANTY
Assignment 2
Student Name:
Student ID (if applicable):
Course Date:
Course City:
Instructor Name:
NOTE:
Assignments must be submitted 2 weeks ahead of the in-class session to instructors
via email.
You can access your instructor’s email address directly within your student account
under Classroom Session Information within each specific course. If you cannot
locate this information, please email [e-mail].
Service & Warranty – Assignment 2
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CHBA BC CODE OF CONDUCT
 When you registered for this course, you agreed to adhere to the CHBA BC
Education Honour Code. Initial this box to confirm your understanding that any form
of academic dishonesty will not be tolerated.
WARRANTY
There are five benefits listed in the course as benefits of an “effective customer
vision and service initiative”
Your customer tells you that they trust you completely and want to save the cost
of taking out the Home Warranty Program. How would you respond?
1. Give the customer a full credit 
2. Split the savings with the customer on a 50/50 basis 
3. Other (Please explain below)
I would try to explain to the customer the importance of having
a home warranty program. For example, I would explain how it
would save him or her a lot of trouble in the future. This is
because having a warranty would ensure that services such as
necessary repairs like plumbing or electrical maintenance are
solved without huge expenses as compared to external
contractors. This would allow the customer to make a choice
unbiased by understanding the options available.

WALK-THROUGH INSPECTION
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Your employees think that the company walk-through inspection is a waste of time
as you will pick up all the items that need “corrections” during the customer walk-
through. You are doubling up on the work.
Write a short script on how you would reply to them. (no more than 60 words)
Great customer experience and satisfaction is important, and
therefore by carrying out the inspection, the customer will be able to
understand the operability of the house components, responsibilities for
maintenance and problems with the property. This will build more
confidence and trust in us hence satisfying our objective. Also, the
problems identified will be fixed following the customer's requirements.
EXTENDED WARRANTIES
Extended warranties can be offered to your customers. Identify three reasons why
you would offer these.
1. To ensure coverage of accidental damage of expensive homes
components or protection from normal wear and tear.
2. To provide clients with peace of mind by offering them freedom from
costly or unexpected repairs.
3. Customers who are not good at matching up with routine maintenance
and are willing to incur the extra cost. 1
1 Michael O'Reilly, "The Construction Contract" (2007) 2007(1) Construction Law Handbook. 15
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PERMITTED EXCLUSIONS
The course identifies some general permitted exclusions such as landscaping, non-
residential detached structures and septic tanks.
Are there any defects to the structure itself that could be excluded: Yes  No

If you answered yes, please identify five:
In construction, there are claims that could be excluded. This is
because the law distinguishes between complex defects and claims.
Complex defects range from the structural integrity of buildings or
foundational issues.2 However, defect claims that can be excluded include;
1. Squeaking floors.
2. Normal wear and tear.
3. Conditions resulting in lack of maintenance.
4. Defects caused by the customer.
5. Defects can also be excluded when the contractor is indemnified.
2 Michael O'Reilly, "The Construction Contract" (2007) 2007(1) Construction Law Handbook.
25
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TYPES OF DISPUTE RESOLUTION
List the four types of dispute resolution identified in the course:
1. Litigation. 3
2. Mediation.
3. Arbitration.
4. Negotiation.
DISPUTE
If you get into a dispute with your customer over a relatively simple matter and you
can’t resolve it with them, which process would you prefer to use for resolution? In
case of a dispute with a customer, I would opt for mediation.
List four reasons why you chose that form of resolution, two from your
perspective and two from the customer’s perspective:
My perspective
1. This method allows each party to understand the others party’s view
clearly through the help of a mediator. 4
2. It’s also less complicated and has high chances to reach an agreeable
solution since the result is not imposed by a judge.
Customer’s perspective
1. It's more confidential and flexible.
3 Gregory S. Martin and Allen J. Thompson, "Effective Management of Construction Dispute
Resolution" (2011) 3(2) Journal of Legal Affairs and Dispute Resolution in Engineering and
Construction. 35
4 Ibid 56
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2. It promotes mutually accepted agreements.
Bibliography
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Martin, Gregory S. and Allen J. Thompson, "Effective Management of
Construction Dispute Resolution" (2011) 3(2) Journal of Legal Affairs and
Dispute Resolution in Engineering and Construction 68
O'Reilly, Michael, "The Construction Contract" (2007) 2007(1) Construction
Law Handbook. 65
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