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?"
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.