Customer Relations Playbook

LEARNING IN ACTION In Transport, run the following and describe the purpose of each report: - Make your “Rep Spotlight Report” a favorite on your login - 2-survey type KM report (describe the difference between “received” and “closed” filter criteria) - Home Delivery report - Methods to look up an individual survey - Net Promoter Score - The report that shows which surveys are in homeowners’ inboxes, but not yet completed - Dissect Corp, Division and Community stats - Survey response rates - Report card - Homeowner Tracking - Vendor performance (Lender) - Referral driver index - Representative ratings for Sales, Construction and Customer Relations (Move-In) - Rep ratings for Customer Relations - Trend analysis for your division “Repaired right the first time”

Manager Signature__________________ Date _______________

CUSTOMER RELATIONS PLAYBOOK | Eliant | 55