A carrier spurned

Dramatizing the need to win back disenchanted customers, GTE Telecommunication Services is distributing an animated presentation on computer disk called "Wireless Romance, or the True Life Story of Senseless Customer Churn.

The disk, which promotes GTE's ChurnManager system, depicts a wireless carrier as the rejected but determined suitor and the customer as his disillusioned love interest. The customer, pointing to dropped calls, disappointing service and "other, more attractive offers," is ready to run. Until, that is, the carrier learns about a customer retention system called ChurnManager-touted as the first in the wireless industry to complete a trial and become commercially available.

"Customer relationships are no different than other human relationships," said Rick Kehoe, line of business manager for decision support systems at GTE Telecommunication Services. "They need constant care and attention to keep them strong." Be still, my heart.

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