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Homeserve suspends sales calls and marketing to retrain staff

HomeServe has announced that it is to suspend its sales and marketing activity following a review of its UK operations and procedures.

The company has announced that its review into its telephone sales operations found that in some cases its processes did not meet required standards.

It has said that its service allowing customers to make a claim or renew their policy will be unaffected by the decision, as an immediate retraining programme for telephone staff is initiated, with new scripts also being developed.

From tomorrow (1 Nov), the company will also begin to receive incoming call from customers looking to buy its products, although it will not recommence outbound sales calls until the retraining programme has been completed and it feels that sales staff are up to standard, it has said.

HomeServe chief executive, Richard Harpin, said: "We are determined to ensure customers receive the highest standards of service and we have therefore taken swift action to address the issues identified by our review. We have commenced a programme to re-train staff. We will resume marketing once we are confident that our sales processes meet the standards that we and our customers expect."

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