The document discusses management practices in customer service as presented by Michael Horwitz for Prudential Florida Realty, which is a significant real estate brokerage in Florida. It emphasizes the importance of the net promoter score and proposes recommendations for improving customer service by aligning agents with the company's vision and providing necessary resources. The presentation outlines different management theories and advocates for accountability to enhance customer satisfaction.

1. Prudential Florida realty:Managing to Customer ServiceMgt. 5012 – 21st Century Management PracticesDr. Eleanor MarschkePresented by: Michael Horwitz3/19/20101Michael Horwitz – MGT 5012

2. Variables in customer service:Promoters – Would recommendDetractors – Would not recommendNet Promoter ScorePercentage of promoters less percentage of detractors3/19/20102Michael Horwitz – MGT 5012

3. About Prudential Florida RealtyWholly owned by WCI Communities, Inc.2nd largest real estate brokerage company in Florida33rd largest real estate brokerage company in the United States40 Offices in Florida – 1,900 agentsFranchisee of Prudential Real Estate Associates3/19/20103Michael Horwitz – MGT 5012

4. Management Theories – the good, bad, and ugly.Dependent - AutocraticIndependent - Lazze-faireInterdependent - Democratic3/19/20104Michael Horwitz – MGT 5012

5. RecommendationsAlign agents with vision, mission and values.Establish accountabilityProvide resourcesManage to increase Net Promoter Score3/19/20105Michael Horwitz – MGT 5012

6. In conclusion: