Retention or Reselling?

Send us Fan MailMany CCF listeners will work in Retention or ‘Save’ departments where the task is to keep customers and stop them from cancelling. Another word for retention is ‘reselling’ - essentially you are reminding the customer of the value they bought originally and reselling it again. The calls have a different dynamic to new business calls, or complaints, because there is an implicit agreement at the beginning - one knows that the majority want to remain customers and yet the game of renegotiation must be played. This podcasts positions retention as an essential business function and highlights certain mistakes that are endemic in these departments. Please listen and share! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.