COMMERCIAL METALS COMPANY 2015-2016 SUSTAINABILITY REPORT 45 5 ESSENTIAL RULES OF EXCEPTIONAL CUSTOMER SERVICE SHOW CUSTOMERS YOU CARE Make customers feel appreciated and follow THE GOLDEN RULE by treating customers the way you would like to be treated. LISTEN AND UNDERSTAND CUSTOMERS’ NEEDS Listen to customers and understand their needs – confirm your ability to meet expectations and communicate to your team; GIVE THEM MORE THAN EXPECTED. KEEP PROMISES Make each customer interaction a COMMITMENT YOU CAN COUNT ON. Keep the customer updated in a timely manner on unexpected changes from your promise. TAKE PERSONAL RESPONSIBILITY Take personal responsibility for customer complaints or problems and know how to apologize – don’t assign blame, TAKE RESPONSIBILITY. YOU ARE RESPONSIBLE FOR CUSTOMER SERVICE Everyone is responsible for customer service – IT’S A TEAM EFFORT. Our Commitment in Action CMC’S 5 ESSENTIAL RULES OF EXCEPTIONAL CUSTOMER SERVICE At CMC, we believe everyone has responsibility for delivering an exceptional customer service experience throughout the life cycle of the sale, and we know that it’s a team effort to keep our customers satisfied and loyal. We pride ourselves on our excellent customer feedback results and work hard to train our employees so that they can provide a first-class customer service experience. In 2015 and 2016 we implemented multiple Exceptional Customer Service training sessions for employees, each with a slightly different emphasis. Feedback from employees who participated in the 2015 Exceptional Customer Service training sessions encouraged us to define exactly what customer service means to CMC. So together we developed the 5 Essential Rules of Exceptional Customer Service. The Rules are now posted in all CMC locations, and friendly reminders related to them are regularly shared with employees to help us all keep them top of mind. COMMERCIAL METALS COMPANY 2015-2016 SUSTAINABILITY REPORT 45