The retention department sole’s responsibility is to maintain a consistent relationship with all customers. Within the retention department, each customer is assigned an account manager. The account manager’s duties and responsibilities entail closely monitoring the account of each customer to alleviate any concerns that customers may have. The retention department practices a 2x2x2 process where customers are contacted every two days, two weeks and two months to address billing issues and any queries that might arise. This process also allows us to deal with real-time issues such as shipping and installation anomalies. A friendly ambiance is created to allow us being the first point of contact through any crisis that they may face.