2002 Press Releases

ERA Franchise Systems LLC 1 Campus Drive Parsippany, NJ 07054 (973) 428-9700

Media contact: Stacy Quinn (973) 496-7904   stacy.quinn@ERA.com

FOR IMMEDIATE RELEASE 

PARSIPPANY, NJ, September 26, 2002 - To continue its commitment to better serve its global membership of affiliates, several employees of ERA Real Estate recently completed The Customer, a course that inspires employees to contribute to a customer-centric organization.

The Customer training program helped ERA employees identify good internal and external service, and examine their own performances. They also had the opportunity to develop values, skills and behaviors that create an environment that exceeds customers' expectations.

Chris Schlaff, ERA director of customer service and a certified facilitator of The Customer course said, "This is a valuable program because it focuses on building and changing habits over a nine-week period. As a result, students have the opportunity to learn a skill, develop it for a week and return to class with a new perspective."

After each training session, students were encouraged to complete exercises that focused on listening, understanding and valuing customers. Every class featured a different theme including, "Creating Strong First Impressions," "Solving People's Problem" and "Helping People Get What They Want."

Scott Becker, vice president of service support, ERA Real Estate, recently completed the course and said it offered many valuable tools and concepts for developing a teambuilding environment.

"The Customer helps employees create an atmosphere where exceptional service is provided to external and internal customers while building a team synergism that promotes personal growth and creativity. This program is in synch with the brand's dedication to building lasting relationships and maintaining a superior level of service to ERA affiliates worldwide."

The Customer Program is a product of Integrity Systems, a global training company based in Phoenix (AZ).

About ERA Franchise Systems LLC
ERA Franchise Systems LLC is a global leader in the residential real estate industry with 30 years experience in developing consumer-oriented products and services. It is a subsidiary of Cendant Corporation (NYSE: CD) and part of its Real Estate Franchise Group. The ERA real estate network includes more than 28,000 brokers and sales associates throughout the United States and 29 other countries and territories. Each ERA office is independently owned and operated except offices owned and operated by NRT Incorporated. ERA information is available to consumers on the Internet at ERA.com. ERA properties can also be viewed at www.REALTOR.com®.

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