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Handling Cancellation Requests – Part I
By Terrel Transtrum
How to Save 4 in 10 Cancellations
This is part 1 of a 2-part series where we will introduce you to the skills and techniques for handling cancellation requests such as closing an account or discontinuing an autoship order. When you hear the words, "I want to cancel my account," you'll know what to do.
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 the process, you can have a very positive influence on the field rep, the company, and yourself.
Sound like a good goal? Click here for Part I.
Unless you're brand new in your company, you have probably already heard this familiar request: "I want to cancel my account." Giving great service doesn't mean super-polite customer service reps with big smiles as they make an account disappear with a couple of key strokes!
With a few skills, your team can really make a difference. Could they solve a problem and keep the customer or field rep from canceling? What is the caller really asking? What is the reason for the request to cancel? Is there an acceptable alternative to cancellation?
In this article, we'll present 3 possible outcomes; in the next article, we'll give you the 4 steps for handling cancellation requests.
The 3 Possible Outcomes
The first possible outcome: Save the account. This is not always possible, but you might be surprised to know that as many as 4 in 10 cancellation requests can be turned around. And if the result isn't a complete turn-around, your efforts may result in one more order, or postponing the cancellation.
The second possible outcome: Build goodwill. Whatever the outcome, make sure you build goodwill. If the field rep leaves, their contact with you will probably be the last contact that person will have with your company. Make sure that you part as friends. Twice as many people hear about a bad experience as about a good experience; and people tend to pay more attention to bad word of mouth. And, if the field rep stays, building goodwill is vital to the ongoing relationships.
The third possible outcome: Learn and improve. Discover the true reasons for the decision to cancel then learn and apply the lessons. Help your company get better!
Remember, the role of the customer service rep is to facilitate these outcomes.
This is part 1 of a 2-part series where we will introduce you to the skills and techniques for handling cancellation requests such as closing an account or discontinuing an autoship order. When you hear the words, "I want to cancel my account," you'll know what to do.
Next time, we'll take you through the 4-step process for effectively dealing with cancellation requests.
(The content of this article is extracted from ServiceQuest® RetentionSmarts™ Modules. Click here for more information on RetentionSmarts™ training and mentoring systems.)
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