Executive Escalation Advisory & Leadership Coaching
When critical customer situations arise, leadership matters most.
Most organizations are not fully prepared for the level of leadership, communication, and emotional intelligence required to effectively manage serious customer escalations.
When escalations are handled poorly, the impact can be significant:
Loss of customer trust
Increased cancellations
Negative reviews
Team burnout
Leadership stress
Long-term brand damage
But when handled correctly, even the most difficult situations can strengthen customer loyalty and trust.
This is where Camille’s expertise makes the difference.
Executive Escalation Expertise Built Over Three Decades
Over the course of her career, Camille has personally worked with thousands of families navigating the homebuilding journey, including many who were on the verge of canceling their contracts.
Through proactive communication, trust-building, and strategic intervention, she successfully helped many of those families remain committed—protecting both the customer relationship and the company’s revenue.
She has led and advised teams through some of the most complex and emotionally charged customer situations in the industry, including:
Contract disputes
Catastrophic home issues and remediation
The national Chinese drywall crisis
Pandemic-related construction and warranty challenges
High-visibility and high-risk customer escalations
Her steady leadership, strategic guidance, and ability to connect with customers in moments of uncertainty helped transform thousands of difficult situations into positive, trust-building outcomes.
Leadership Coaching for Customer Care and Warranty Professionals
Camille provides executive-level coaching and leadership development for:
Customer Care Leaders
Warranty Managers
Customer Experience Professionals
New and Emerging Leaders
Division and Operational Leadership
She helps leaders develop the skills and confidence needed to:
Navigate emotionally charged customer situations
Communicate with authority and empathy
Protect customer relationships during difficult moments
Support and guide their teams effectively
Lead with clarity under pressure
This coaching strengthens leadership capability, team confidence, and overall organizational performance.
Escalation Protocol Design and Organizational Readiness
In addition to coaching leaders, Camille works with organizations to establish clear escalation management protocols.
This includes:
Escalation handling frameworks
Leadership response guidelines
Communication strategies
Preventative measures to reduce escalation frequency
These systems ensure your organization is prepared—not reactive—when challenges arise.
Strategic Advisory for High-Risk and High-Profile Customer Situations
Camille selectively partners with organizations facing complex or high-risk customer situations.
In this role, she partners directly with leadership to help:
Assess risk and response strategy
Guide leadership communication
Support teams through critical situations
Protect customer relationships and brand reputation
This level of advisory support is especially valuable during:
Catastrophic home events
Public or high-visibility customer issues
Leadership transitions
Periods of organizational stress or change
Camille’s calm, experienced guidance provides clarity and confidence when it matters most.
The Result
Organizations that partner with Camille experience:
Reduced escalation volume
Improved customer satisfaction
Increased leadership confidence
Stronger team performance
Protected brand reputation
Most importantly, leaders and teams feel prepared, supported, and capable of navigating even the most difficult customer situations.
When the stakes are high, experience matters.
Camille brings more than 30 years of executive-level experience helping organizations protect customer relationships, support their teams, and navigate their most critical moments. When the situation is critical, leaders trust Camille to guide the way.