by Freyda Tartak

Created on: September 18, 2009   Last Updated: November 01, 2009

How a company chooses to handle customers who want to cancel services can have serious implications on their ability to retain or woo those clients back in the future. Selecting the right approach and providing adequate training and support to the front line staff who are likely to be faced with this challenge, will make all the difference.

Make Sure Not To Aggravate The Conversation

There is nothing more annoying to a customer than a CSR or Account Representative that makes an already dreaded conversation worse. When a customer calls or comes in person to cancel a product or service, the first response should always be: "No problem, I can help you with that." This will instantly disarm the customer because they were likely ready for a fight.

After obtaining or confirming at least 75% of their account details, most people have sufficiently let down their guard to let themselves be drawn into friendly chatter. This is the best time to inquire as to their reasons for wanting to terminate. Pretty much anybody in this position will be wanting to vent their frustrations to a sympathetic ear. Not offering this opportunity sends a clear message that their business was not valued in the first place. A customer that feels rejected is a customer that will share their indignation with anybody who will listen.

Be Prepared To Handle Objections

One reason, especially in recent times, for canceling a service has a lot to do with a lack of disposable income. This is, therefore, not an upset customer and one that is likely to come back when things get better. By anticipating reasons for cancellations it is possible to offer the customers opportunities to take advantage of promotions and deals that address their concerns. For instance, a customer can call a national newspaper to cancel the full week delivery. If the situation is handled properly, the customer will walk away not only retaining their subscription, but also having extended their contract.

Tact Is Essential

Allowing a customer to vent and empathize with their right to being upset is an important way of reducing the negativity associated with their overall perception of the company. Assuring them that their feedback is important and will be taken very seriously is a great way of making them second guess their resolve to leave. Request permission for somebody to contact them from a management level and set an expectation for when this is likely to happen.

By escalating it and responding in a timely manner it assures the individual, that you are grateful for the business and regret any negative experiences. The delay between being contacted by management and their initial complaint cannot be too great. People tend to react positively to being contacted within 24 to 48 hours by a senior staff member and being offered a special incentive to return.

Never Burn Bridges

Life is so funny that despite being 100% certain of a particular end result we are often surprised at what actually ends up hapenning. Not ending things on a good note can have long lasting implications.

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