CBE Manual Training

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COLDWELL BANKER NEW HOMES Training Manual

description

CBE Manual Training for new Customer Servive agents in Call Center

Transcript of CBE Manual Training

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COLDWELL BANKER NEW HOMESTraining Manual

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Agenda•Client Brief•Products•Types of Call•Contact Center Role•Advertisements

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CBE New Homes BriefColdwell Banker Intercontinental Affiliates was founded in 2001 by the MMID Group,

the leading conglomerate operating a diverse array of businesses in Egypt and the Middle East which include MacDonald's, UPS, General Motors, Caterpillar and Palm Hills.

The group succeeded in acquiring the sub-franchising rights for Coldwell Banker and Coldwell Banker Commercial in Egypt and formed a long term strategic alliance with Realogy Inc., the proprietor of these brands, and world’s biggest real estate franchisor. The success of the pilot initiative in Egypt caused other key investors, such as Naeem Holding, one of the largest investment houses in the Middle East, to inject capital in the company and expand sub-franchising operations to the Gulf Cooperation Countries (GCC) and North Africa. Since then Coldwell Banker rapidly gained momentum and tremendous recognition in the region which prompted several key regional investors to join affiliate franchise programs. In the short time since then, Coldwell Banker Intercontinental Affiliates, have partnered with highly renowned investors from UAE, Saudi Arabia, Lebanon, and Kuwait which include real estate developers, realtors, investment bankers, and entrepreneurs.

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In 2007 Coldwell Banker Intercontinental Affiliates decided to further globalize its endeavors by encompassing the sub-franchising rights to 25 new countries in Eastern Europe, and Central Asia. The expansion means that Coldwell Banker Intercontinental Affiliates now has the rights to a large and diverse geographical area including: Albania, Algeria, Bahrain, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Egypt, Estonia, Georgia, Jordan, Kazakhstan, Kuwait, Latvia, Lebanon, Libya, Lithuania, Macedonia, Montenegro, Morocco, Oman, Pakistan, Qatar, Russia, Saudi Arabia, Serbia, Slovakia, Slovenia, Tunisia, Turkmenistan, Ukraine, United Arab Emirates, Uzbekistan, and Yemen.

With a total of 35 countries, Coldwell Banker Intercontinental Affiliates has became one of the largest international affiliates of Coldwell Banker, continuously striving for excellence and offering lucrative partnership franchise opportunities for local investors in the designated countries

CBE New Homes Brief

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Products

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ProductsResponsible for marketing projects for some large construction companies

( Primary Projects )October

CASA

Swan Lake

Palm Hills Golf Ext.

Village Garden October

Doville

La ville

Jeera

Jewar

New Cairo

Arabella

Deyar Park

Stone Park

Village Garden Katamya

Sokhna

El Wadi

Telal

North Coast

Amwaj

Hacienda Bay

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Products Offer units owned by individuals for sale to others ( Re-Sales )

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Call TypesBuye

r

• Customers call to present their unit to be sold via CBE NH.

Seller

• Customers call to ask about the

units CBE NH offer it.

General In

quire

s

• Customers call to ask about info : HQ address – Working hours

Com

plaint

s

• Customers complaint from the lateness of Sales staff ‘s response

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Contact Center Role

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Contact Center Role• The agent should collect customer data ,request details , and promise that Sales agent will

contact within 24 Hrs. Buyer Calls

• The agent should collect customer data ,unit details , and promise that Sales agent will

contact within 24 Hrs. Seller Calls

• The agent answer customer requests according to available info in K Base

General Inquires Calls

• The agent should collect customer data ,complaints details , and promise that CBE staff * will contact ASAP. *

According to type of complaint

Complaints Calls

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AdvertisementsOn a weekly, Coldwell Banker published advertisements in newspapers regarding the customer units and projects.

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Thanks &Good Luck