Lise Gøttsche's tips on the ideal retention dialogue

Customer service expert and thought leader Lise Gøttsche has been working on optimizing customer conversations for more than 15 years. As a consultant, she advises companies on how to turn their termination calls into retention dialogues. According to her, the success criterion is not necessarily to retain customers, but rather to start good dialogs and get valuable product feedback.

In collaboration with Capturi's customers, Lise Gøttsche has developed a proposal for the ideal retention dialog that is based on curiosity rather than persuasion.

Keep calm at the beginning of the conversation

Customers who are considering canceling their subscription often express themselves in a defensive way. To give both you and the customer the best start to the dialogue, it is a good idea to start the conversation calmly. You can do this by speaking slowly and clearly, and by not allowing yourself to be stressed by the customer.

Validate customer information

You should always validate the customer in your system early in the conversation by asking for his basic information. This opens up an opportunity for further dialog while you look him up in the system. While entering the information into your system, you can ask in-depth questions about his needs.

Identify customer needs

When you identify your customer's needs, it is important that you do so in a curious way to avoid making them feel like they are being questioned.

For example, you can take the opportunity to ask how they have used their subscription and what kind of value they have gained from it.

Make sure to personalize each conversation

When talking to the customer, it is important that you personalize all conversations. You can do this, for example, by saying: "We're sorry to lose you as a customer" or "I see that you've been a customer for a long time. That’s why we're very sorry that you're thinking about canceling your subscription".

Present your best offer

As the conversation draws to a close, it is important that you use the information the customer has given you during the conversation to present your best offer.

You now have a good idea of the type of customer you are dealing with and what their needs are. You can use this knowledge to provide tailor-made offers.

If the employee fails to retain the customer

In cases where you fail to retain customers, it is important that they make sure that customers benefit from the subscription before it expires.

Ending the dialogue in this way can help the customer to keep your product in mind if they want a similar service again. And secondly, it can help turn customers into ambassadors.

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