1. The document proposes minimum standards for customer care agents, including requiring agents to attend sales meetings, tours, and classes on a monthly basis and being evaluated by team leaders every 90 days. 2. New agents will be assigned mentors and be accountable to complete contracts and listings within the first year under a production coach. 3. The team leader has discretion to make exceptions to the standards and must approve any changes.

1. Customer Care Time Minimum Standards for Customer Care Time Do and Don’ts and the New Customer Care Recap Database

3. Customer Care Time Please note Customer Care Calendar and the times you have been assigned. If you can not make your time please find someone to replace you. Call the front desk to see if there is anyone who has requested Customer Care time. It is your responsibility to confirm with that person taking your Care time. Please notify the front desk of the change in your assigned time.

4. Customer Care Time Do’s: *be on time. *be setup and ready at the back, workroom computers or the 3 computers in the Hill office. *be ready to work. *If calls are slow then work on lead generation. *Do ask for name and phone number. *Do ask for an appointment *Do ask if they are working with another agent. *Be nice and respectful, you represent the company when you are on the call. *Enter your call results on the Intranet. (See pg5.)

5. Customer Care Time Dont’s: *Do not be rude. *Never hang up on anyone. *Do not talk bad about another agent or company. *Do not be late for your time. *Do not use the front conference rooms no matter how slow business seems to be. Those rooms must be clear at all times and ready for new business. *Do not be out of place, be at your computer and be ready to take a call. *Do not be just an information source, get their names and get an appointment.

6. Customer Care Time Click on “Customer Care Recap”

7. Customer Care Time Click on “ADD”

8. Customer Care Time Fill in the fields: This can be done during or after your Customer Care time. We will post the results in a log book that will be at the front desk or you can look at the results on the “Intranet”

9. Customer Care Time Customer Calls Into Office Bye Bye Name and Number Call Back. Information Source Or See Next Page What do you want to be?

10. Customer Care Time Yes No Questions Agent? Lender? Who Buyer Agency Lender Appt. Home Information they called in on. Who If they say... Call Agent to let them know their client is calling other offices, “friendly gesture” Appointment Home to sale first? Investing? Where Listing How Many? Recruit Agent

11. Customer Care Time Questions Agent? Lender? Are You working with an agent? Who? Did you now that that when you talk to an agent that they are working for the Seller? Be careful what you tell them because they owe it to their seller to pass that information on. What lender are you working ? I can help you find the program that can save you time and money, when do you want to visit with a lender? If paying cash, where are you getting your funds?

12. Customer Care Time Questions Home for sale? Investing? Are you renting are buying now? Do you need to sell your home before you purchase? Is it currently on the market? When can I see it? Appointment? Are looking for investment properties? Do you own investment property now? Appointment?