Building and Managing Customer Relationships: The Supervisor's Role

Managing needs and expectations on a construction site is tricky business. As a superintendent, when things go wrong, you need to react quickly and professionally. It’s your job to deal with many different types of customers, whether it’s the end client and their representatives, engineers and architects, municipal officials, trades and sub-trades, general contractors or your own team.

Building and Managing Customer Relationships: The Supervisor’s Role will help you create satisfied customers and build a successful project by exploring key components of customer service excellence.

Satisfied customers lead to profitable projects, repeat business, high-performing teams, client referrals and they enhance your reputation as a true professional.

Topics:

• Building and managing customer relationships on the construction site
• Working with different customers
• Unpleasant experiences: what makes customers upset
• What to do when you are upset
• Key steps to calming upset customers
• Service recovery techniques
• Identifying the real problem and mutually acceptable solutions

Construction Supervisors looking to refine and enhance their leadership skills. To maximize your learning experience, ideally you will have completed the Building Supervisors for Tomorrow (BST) program and/or have experience leading teams.

Sylvie Thibault, Fairwinds Training & Development Inc. 

Sylvie Thibault, MBA, has been a value-added partner of Fairwinds Training & Development Inc. since 2007. Her expertise in business communications combines her education in linguistics and her career experience as a manager of technical documentation in the software development industry.

Sylvie developed the curriculum for the Gold Seal certified business writing courses at the Construction Association of Nova Scotia and for the technical writing certificate program at Nova Scotia Community College. She has also delivered business communications programs to various companies and associations. 

As a trainer and facilitator, her style is dynamic with an emphasis on hands-on learning. She enjoys the synergy that takes place when trainer and participants share knowledge and experiences.

The Building Supervisors in Leaders (BSL) program builds on the previous modules in the Building Supervisors for Tomorrow (BST) program by introducing more comprehensive leadership skills and complex issues.  The program is intended to propel on-site supervisors into authentic leaders – trusted, genuine, motivated individuals who are mission-driven and consistently generate positive results.

This comprehensive program provides it all, and is delivered in manageable segments by industry experts with extensive hands-on experience in construction’s ICI sector. Participants have the flexibility to attend modules in any order. Upon completion of all seven sessions participants will be awarded a Building Supervisors into Leaders (ICI) certificate.

2022 BSL Schedule: 

• Building and Managing Customer Relationships: The Supervisor’s Role - Thursday, March 3, 2022
• Managing Field Productivity to Improve Bottom Line - Wednesday, March 16, 2022 
• Building Leaders: One Step at a Time - Wednesday, April 13, 2022  
• Controlling Financial Risk: Best-in-Class Tools for Supervisor’s - Friday, April 22, 2022   
• Change Happens: Lead Your Crew with Confidence - Wednesday, April 27, 2022 
• The Supervisor’s Role in Quality Management: Managing Shop Drawings, Samples and Submittals - Thursday, May 5, 2022 
• Lean Construction for the Job Site - Thursday, May 12, 2022