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Homeserve continues to overhaul sales and marketing practices

Homeserve has begun sales and marketing activity once again, while continuing to overhaul its marketing communications, having suspended activity at the end of last month to retrain sales staff.

The company began inbound telephone sales activity again last Friday (4 November) and has been retained staff to receive inbound calls, rolling out new practices across varying regions, while reviewing its direct mail marketing, the latest of which is scheduled to go out for the new year.

Retraining included developing new outbound sales scripts, which will be introduced when the company says it is confident that it is meeting required standards, while customers with complaints about company procedures will also be contacted.

Richard Harpin, chief executive of Homeserve, said: "Our priority is to tackle the issues in our procedures that we have identified. The actions we are taking are an important part of that process and we will continue to take all necessary steps to ensure that all our customers receive the standards of service that we and they expect."

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