How to get insights into your retention calls

On average, around 50% of customer service agents working in retention departments actively try to win back customers.

For a win-back attempt to be successful, it is crucial for the agent to know how the customer has previously used the product or service. Even more importantly, they need to learn about customer needs.

However, in some organizations, as few as 13% agents ask customers why they are considering canceling their subscription.

If you want to improve the quality of your retention conversations, you should always initiate retention dialogues by showing curiosity and interest in the customer. For instance, you can say: "May I ask why you want to cancel your subscription?" or "Have you otherwise been satisfied with the subscription?"

In addition, it is important to perceive all retention calls as valuable dialogues that offer a great opportunity for your department to get to know your customers even better.

This mindset will often make it easier for customers to be honest and make your job of offering the right solution even easier. Even if you are not able to retain a customer, you should ensure that they get the most out of the remaining time of the subscription.

If you manage to do so, you increase the chance of customers choosing your product or service later. Also, customers are more likely to speak positively about your product or service when you have left a great last impression.

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

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