Fact Finding Questions
Customer calling to cancel.
May I know the reason you want to cancel?
May I know the reason you want to discontinue the service?
To know why the customer sign up
Was there any particular reason you sign up with us?
To know why the customer wants to cancel.
What has made you change your mind about the service?
What Motivated you to sign up?
To know how much the customer was charged
How much you were charged?
To know when the customer was charged.
When were you charged?
To know the name of the billing descriptor (company that charged the customer)
Can you provide me the name of the billing descriptor?
The customer cannot access their account.
Can I know what error message you are seeing?
To know the reason the customer signed up with us
Was there any particular reason you sign up with us?
To know if the customer got what they needed from us
Did you accomplish your goal?
To know the reason the customer would want to cancel the the service
May I ask why a credit monitoring service is not a good fit for you?
To know how accessible the website was to the customer.
Was our website easy to use?
Did you see any discrepancies or errors on your credit reports?
Do you remember a payment for $1 for a 7 days trial program?
If the customer mentions not recognizing the account
Were you looking for your credit scores or reports recently?
To know if the customer was able to use the benefits that are being explained
Did you print out your pharmacy discount card?
To know if the customer was able to use the benefits from the website.
Were you able to redeem any of the discounts for the team parks and water parks?
To know if the customer was able to use the benefits of the membership
Did you get to use your Roadside assistance?
To know if the customer knows how the roadside assistance works.
Did you know that the roadside assistance goes with you not only your car?
To know if the customer know were to see the benefits or the membership.
Do you know where to see the benefits?
To see if the customer was able to check shopping deals.
Did you get to check the shopping deals on the website?
Did you receive all the information you were looking for?
If the customer mentions that their scores are frozen.
For which of the bureaus your scores are frozen?
To build rapport with the customer
How is the weather today?
What are you doing on the weekend?