Customer Service and Communication for Inspectors Course

 
Welcome to InterNACHI's free, online Customer Service and Communication for Inspectors Course.
 
 
Goal:
 
The goal of this course is to teach home inspectors how to better serve clients by providing great customer service and using effective communication.
 
Objectives:
 
Upon successful completion of this course, the student will be able to:
  • define what customer service involves;
  • establish client relationships;
  • communicate on the phone effectively;
  • represent the program, company or organization;
  • make a good first impression;
  • identify and target clients;
  • define the value of effective communication, including written, oral and non-verbal communication;
  • build good client relationships;
  • serve people with disabilities; 
  • develop methods to handle complaints; and
  • list several ways to maintain professionalism.
Course includes:

  • 23,423 words;
  • study guide;
  • inspection and writing assignment;
  • research and writing assignment; 
  • 41 quiz questions in 10 quizzes;
  • 50-question final exam (drawn from a larger pool);
  • instant grading;
  • a downloadable, printable Certificate of Completion.                                                                            

Customer Service and Communication for Inspectors

Course # 3102

https://www.nachi.org/customer-service-communication.htm

Activity

Assignments

Estimated hours for the average student

Academic Engagement

Reading online course instructional material at 140 words per minute

2.8

Taking quizzes

1.3

Taking exam

1.5

Conducting a directed and independent inspection study performed according to the Standards of Practice, including the development of an inspection report 

4.0

Submitting an inspection and writing assignment

0.5

Submitting a research and writing assignment
0.5

Total

10.6



Preparation

Studying & reviewing instructional material in preparation for taking quizzes and exam

4.1

Reading the downloaded student course book including taking the quizzes with the book
2.0
Reading, research, and studying related to completing the research and writing assignment
4.0

Studying and preparing for inspection processes according to a Standards of Practice, including capturing and storing digital images with a camera or device, making observations, evaluating conditions, deducing, formulating opinions, communicating observations in written form, attaining competency in performing inspections and using an inspection checklist or software and other inspection tools in producing a report.

10.0

Sub Total
20.1

Total

30.7

Overall Total


31.0 hours / 0.7 SCH

 
 
In keeping with InterNACHI's commitment to Continuing Education, this course is open and free to all members, and can be taken again and again, without limit.
 
Reminder to members:  InterNACHI's Code of Ethics 1.10 requires that you comply with all government rules and licensing requirements of the jurisdiction where you conduct business.  InterNACHI's courses and Standards generally exceed the Standards of Practice that you are required to abide by locally. 
 
This course has been approved by:

The course covers the following categories: 

  • Introduction
  • Satisfied Clients Talk
  • Social Proof
  • The Cost
  • Customer Service on the Decline
  • Think Like a Customer
  • First Impressions
  • Quiz 1
  • Common Courtesy Words
  • Smile When You Say That
  • Shake
  • Smile Over the Phone
  • What's in a Name?
  • Scenario
  • Mary’s First Impressions
  • Quiz 2
  • Taking Clients for Granted
  • Arriving at the Property
  • Quiz 3
  • Dress Chart
  • Clothing Tips
  • Personal Hygiene Tips
  • Between Inspections Tips
  • You Don't Get a Second Chance
  • Quiz 4
  • Ethics
  • What You Can and Cannot Do
  • Advertising
  • Quiz 5
  • Putting Clients First
  • Identify Your Clients
  • Real Estate Agents
  • Feedback
  • Everything Your Company Does
  • Buying Decisions
  • Quiz 6
  • Communication
  • Effective Communication
  • Good Choice of Words
  • Jargon
  • Tone of Voice Exercise
  • Quiz 7
  • Nonverbal Communication
  • Look ‘Em in the Eye
  • Nonverbal Exercise
  • Scenario
  • Asking Questions
  • Scheduling
  • Listening
  • Slow
  • Be Yourself
  • Humor
  • Building Relationships
  • Rapport
  • Sympathy vs. Empathy
  • Common Ground
  • My Promise
  • Education
  • Quiz 8
  • Maintaining Relationships
  • People with Disabilities
  • Scenario
  • Checklist
  • Thank You
  • Thank You Notes
  • Maintenance Inspections
  • Referrals
  • Phone Talk
  • Tone
  • Saying No
  • Ending the Phone Call
  • Voice Mail
  • Quiz 9
  • Your Website
  • Website Communication
  • Test Your Site
  • Keep in Contact
  • Emails
  • Handling Complaints
  • Incident Report Form
  • Leave-Behind Letter
  • Keep Caller Informed
  • Quiz 10
  • General Release
  • Statistics
  • Inspection Reports: Present or Past Tense?

Upon completion of this course and passing of the 50-question final exam (drawn from a larger pool), the student can download and print their own Certificate of Completion which is auto-generated in their own name. 

The student's (InterNACHI member's) information is recorded on InterNACHI's servers for membership compliance verification, and automatically logs completion into InterNACHI's online Continuing Education log. 
 
Members will need their username and password.  If you have forgotten your password, CLICK HERE (instant response) or email fastreply@internachi.org and request it (don't forget your name). 
 
InterNACHI... #1 in inspection education.
  
Other inspection courses.
 
 
Some features which make InterNACHI's courses superior to existing continuing education options:
  • The course is free for all InterNACHI members.
  • The course is written in pure XHTML code for quick loading.  The course loads fine on old computers and loads fast, even with dial-up.
  • The course is designed using a hierarchal menu coupled with a sequential page navigation.  This provides the student with the option to easily repeat areas of weakness.
  • The course permits the student to start, stop and restart any part of the course as often as desired.
  • There are a variety of images within the course, including diagrams, illustrations and photos. 
  • The illustrations can be enlarged for clearer viewing by clicking on them.
  • The text is integrated into InterNACHI's Inspector Glossary.  Rolling over blue-colored terms provides their definition.
  • The final exam uses multiple-choice questions that reference the images. 
  • The course's quizzes and final exam have numerous advantages over traditional exam systems:
    1. The course, quizzes and final exam incorporate built-in intelligence which identifies and strengthens each student's unique subject weaknesses.
    2. Not only is each question weighted with regard to score, but each answer is weighted, as well as the correctness of each answer being weighted.
      1. Answers to easy questions are weighted such that the student is penalized, in terms of score, for answering incorrectly, but rewarded modestly for answering correctly.
      2. Answers to difficult questions are weighted such that the student is rewarded, in terms of score, for answering correctly, but not penalized for answering incorrectly.
      3. Answers to questions regarding basic safety, or questions every inspector should know the answer to, are weighted such that the student is severely penalized, in terms of score, for answering incorrectly.
  • Upon passing the final exam, the student can print out a Certificate of Completion which is auto-generated in their own name.
The student's (InterNACHI member's) information is recorded on InterNACHI's servers for membership compliance verification, and automatically logs completion into InterNACHI's online Continuing Education log.