How to get insights into your retention calls

In some organizations, as few as 13% of cancelation calls involve the employee asking why the customer is considering cancelling their subscription with you.

But it does pay off to ask customers why they consider canceling their subscription. Firstly, because it gives you valuable learning for the company, and secondly, because it significantly increases the possibility of retaining the customer.

For example, you can start the dialog by saying: "May I ask why you want to cancel your subscription?"

Want to know more about how to turn cancelation calls into retention dialogues?

In collaboration with a number of Denmark's leading customer service experts, customer service expert Lise Gøttsche has developed an ideal conversation pattern that turns termination conversations into retention conversations.

Read more about it here.

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