Customer Retention

	CABLECALL Sales & Marketing Support
COMPANY PROFILE INFRASTRUCTURE KEY TEAM MEMBERS 2001/2002 CLIENTS SERVICES INTERNET Back to Home Page	Customer Retention Previous Targets - Business Customers - High Risk Business Customers - Residential Customers Techniques Employed Service Satisfaction - Enquiry about satisfaction with service - Explanation/Education where dissatisfaction is through lack of understanding - Restatement of USPs if other providers perceived to be better - Upgrade offered where service requirement is greater Provider/Supplier Faults - Opportunity to complain presented if provider perceived to be at fault - Explanation, if possible - If not, complaint passed to provider for ‘Fast Track’ rectification - Action taken or answers provided to complainant within 48 hours
	Recommendation All customers - business and residential - be contacted at least once every six months with a Customer Care contact. Each contact to incorporate: - Satisfaction enquiry - Opportunity to complain - Check of existing data - Advice on latest services available with an upgrade
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	For Further Information: graham@cablecall.com Cablecall is the trading name of Emblem Marketing Unit 1, Mullany Business Park, Golden Cross, East Sussex BN27 3RP Telephone: 01825 872686 Fax: 01825 872898 Website: www.emblem-marketing.co.uk