Policy on Extending Acquisition Offers to Existing Customers

Policy on Extending Acquisition Offers to Existing Customers

Objective: To ensure consistency and fairness in handling customer inquiries regarding promotional offers.

Policy Statement: If an existing customer inquiries about an acquisition offer that is currently available to new customers and explicitly requests to receive the same, the offer may be extended to them as a goodwill gesture.

Guidelines for Implementation:

•      If the customer expresses strong interest or insists on receiving the offer, team members are authorized to extend the same offer, only after checking the availability of the offer.

Please refer to KB article - Strategic Extension of LPS Offers to Improve Retention

•      All such instances should be tagged appropriately in Oneview

Tagging: Retention offer >> Retention Adjustment >> Cashback Credit – On Retention >> Credit
In remarks, it is essential to use - FTR

Note: This policy is intended to enhance customer satisfaction and loyalty.


Thanks & Regards,
Team Tata Play Fiber

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