If you were a registered telephone representative working for a
financial services firm famous for its customer service and retention,
specifically USAA, the Principal Financial Group, Merrill Lynch,
Ameriprise, or LPL, and you are told to focus on retaining 401(k)
clients for the day, how would you go about doing it?  Specifically,
what processes would you go through?

Background Clarification:
I am writing a white paper for managers at smaller, regional financial
services firms on how big, highly rated firms use CRM tools to
prospect for and retain customers.  The firms I list in the question
are the big firms that have the highest ratings in this area.

I am not asking for a researcher to tell me how a registered call
center representative would respond to the above request in each firm,
just one of the ones mentioned.

I have chosen retaining 401(k) customers because it is a fairly
typical problem in financial services.  Such customers tend to want to
move their money to another provider when they switch jobs or retire.

Since I understand that Google researchers rely on the web to answer
questions, I'm assuming that these large companies have at one point
or another published their main processes for retaining 401(k)
customers or that there are chat rooms where representatives talk
about what they do.  I would be pleased, however, with any other
source of an answer.  I have been looking through the presentations of
CRM providers and prospecting applications and so far have not found
very much.