QA Broadcast: Reason to Cancel
Published · updated
REASON TO CANCEL
1. When do we ask customers for their reason to cancel?
During Retention, when they did not provide any reason to cancel on their email.
When sending the cancellation macro, if the customer's reason to cancel is not yet established on the ticket.
On 1st Contact:
If the customer states on the first response that they don't need the service/app anymore (L2 - No longer need the service) or if the user said that they did not mean to purchase it (purchase by mistake), we should still probe during retention by asking "did you encounter any issues while using the app?"
If the customer states or provides any hints that they have technical issues such as Connection, Access and/or Speed, we should provide the necessary troubleshooting steps to retain the customer and ask them, "How would you like to proceed with your request?" or "Please let us know how you'd like to continue?"
On 2nd Contact:
If the customer insists on proceeding with the cancellation/refund due to any technical issues, agents should proceed with the cancellation/refund immediately then change L1 to Bug Tech instead of using Purchasing issue.
2. When to not ask the customer for the reason to cancel?
When sending the cancellation/refund macro, make sure that the reason for cancellation has been validated by the customer (i.e. They want to cancel/refund because they're unable to connect.)