Customer Relations Playbook

Summary Most importantly, after you de-escalate a situation, you must ensure our resolution happens without fail. Communicate proactively during the repair or replacement process, and ensure their home is left cleaner than how we found it. Your response to a difficult situation could very well win them back over to Century versus dismissing the notion of ever buying another Century home again (or referring Century to other potential Buyers). Best Practice: Do not “reply all”. Occasionally, Homeowners send escalated emails to you, your division management, and occasionally even our Executive Team. It is important that in drafting your reply, your management team and the Executive Team are left off the communication trail. As a Customer Relations Manager, you are the manager that orchestrates the service experience, and we are entrusting you to prevent issues from escalating. When you “reply all”, it gives our Homeowners a sense that our management can be reached if they are not satisfied with the answer you give them, thereby bypassing your authority. Despite your best efforts, some Homeowners simply like to e-blast management. In these cases, it is appropriate to work with your manager to draft a response prior to sending to the Homeowner. There are times, however, that not responding is the best course of action, and instead, meeting with the Homeowner in person is the best path forward.

16 | Customer Satisfaction | CUSTOMER RELATIONS PLAYBOOK