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Handling Cancellation Requests – Part II
By Terrel Transtrum
The 4 Steps for Effectively Handling a Cancellation Request
Last time we introduced you to the 3 possible outcomes of handling a cancellation request:
- Save the account and turn things around
- Build Goodwill
- Learn and Improve
With the proper skills, you can actually turn many of these requests around. We're not talking about manipulating people or strong arming them into doing something they don't want to do. We're talking about serving them, and the company, as you determine the course of action that will best meet their needs.
In this article, we'll give you a simple-to-follow, four-step process for effectively dealing with cancellation requests. If you will teach your customer service reps to remember to do these 4 things every time they handle a cancellation request, you'll see an increase in positive results, and your staff will enjoy greater satisfaction in their work.
Here are the 4 steps:
- Build rapport and protect the person
- Discover the TRUE reason for the request to cancel
- Explore alternatives to canceling
- Take action and capture data for improving the company
Let's examine each of these in more detail.
Step 1: Build Rapport and Protect the Person.
Using your best communications skills and tools, establish a relationship "bridge" that will carry the transaction to a smooth conclusion. We call this bridge "rapport." You establish rapport when you set a positive and friendly tone to the call.
You protect the person by properly identifying them. Follow your company's policies for requesting written cancellation or for positively identifying the caller. And always include a note in the file for future reference.
For examples of how this is done, be sure to join the ServiceQuest webinar where we will model these steps. You can also preview a complete training module for your customer service reps by visiting www.servicequest.com/servicesmarts.html.
Step 2: Discover the TRUE reason for the request to cancel.
It's important that you understand why they are requesting to cancel. Ask yourself, "what are they really asking me to do?" Explore what they are truly asking without delaying or coming across as being cute or difficult. Be sincere. Canceling might not be the best solution to their REAL problem. Sometimes, the true request is to fix a problem, and the request to cancel is actually the means that the person is using to get something fixed. You can't fix their problem until you know what it is.
Let's give you a couple of helpful phrases you can use during this step. They are: "help me understand," and "what I hear you saying is . . . , is that right?"
Again, you can listen in to see how these skills are applied by previewing the customer service training module at www.servicequest.com/servicesmarts.html.
Step 3: Explore alternatives to canceling.
Once you understand the REAL problem that needs to be solved, you're in a position to explore alternatives.
Step 4: Take action and capture data for improving the company.
Be diligent in noting the reasons why people are canceling. Use your customer service notes; use your company's e-mail system; use a worksheet or spreadsheet. Make suggestions and offer your ideas. In all the years that we've worked in customer service, we're convinced that the best ideas come right from the front-lines of battle, from the service-givers who are on the phones and directly dealing with the challenges. Be confident that you possess many of the answers to improving the company and reducing cancellations.
Now you're ready to practice what you've learned. Good Luck!
For in-depth training for your customer service team, contact ServiceQuest or purchase the ServiceSmarts™ Training System for your front-line customer service team. Visit www.servicequest.com/servicesmarts.html.
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