Customer Retention Call Script

Purpose: This script is designed to guide support agents through a structured and empathetic conversation with customers considering cancellation of their service or subscription. It focuses on understanding customer concerns, offering tailored solutions, and ultimately retaining the customer.

1. Greeting

Hello {customerName}, this is {agentName} from {companyName}. I see that you're considering canceling your service, and I’d love to take a moment to understand your concerns and explore how we can help.

2. Verify Customer Details

• Customer ID: {customerId}
• Plan/Subscription: {subscriptionPlan}
• Join Date: {joinDate}

3. Empathize and Listen

Let the customer explain their reason for cancellation. Use active listening and avoid interruptions.

"I completely understand, {customerName}. Thank you for sharing this with me."

4. Identify the Concern

Reason for cancellation stated by customer: {cancellationReason}

Usage Highlights

5. Offer Solutions

Based on what you've shared, we might have a solution that better fits your needs.

{#availableOffers}

• {offerTitle}: {offerDetails}

{/availableOffers}

The above options are tailored to help you get the most value from our service.

6. Confirm Next Action

Would you be open to trying one of these solutions, or would you prefer to proceed with cancellation?

{#customerStays}

Excellent! I’ve noted your preference to stay with the {companyName} family. We’ll apply the necessary changes and send a confirmation to your email at {email}.

{/customerStays}

{^customerStays}

We’re sad to see you go. Your cancellation request has been processed. If you ever decide to come back, we’ll be happy to welcome you again. A confirmation email will be sent to {email}.

{/customerStays}

7. Final Thank You

Thank you for your time today, {customerName}. We appreciate your business and hope to serve you again in the future.