Save #1
What is the FIRST approach to saving a customer?
A: Value-first conversation
What defines a “SAVE”?
A: Customer agrees to stay with an accepted offer
Name ONE retention option
Discount, service change, frequency adjustment, callback, reservice
What disposition is used for cancellation intent?
A: Wants to Cancel
What is the goal for CS call time?
Around 6 minutes or less
What should you avoid offering first?
A: Discounts or free service
Why do we slow down retention calls?
A: To build trust, reduce resistance, and improve saves
What is the goal BEFORE offering discounts?
A: Lead with value and benefits first
When should you use Branch Callback?
A: Only when truly required for branch support
What is the focus of CS calls?
A: Efficiency and resolution
What’s the goal before offering a save?
A: Understand the real reason for cancellation
What is the correct flow? 5 steps
A: Acknowledge → Empathize → Discover → Offer → Close
What should you always verify on a call?
Account details (first and last name, complete address, phone/email)
Why is clear communication important?
A: Reduces repeat calls and confusion
Customer is upset about service AND price—what do you address first?
The emotional concern first (empathy + service issue), then cost
What should you ALWAYS do first when a customer says “I want to cancel”?
A: Acknowledge and show empathy
How many save attempts are expected when appropriate?
Two clear save attempts
A customer says “Just cancel” three times and won’t engage—what is your BEST next move?
A: Acknowledge, use a soft pivot, and ask a low-pressure discovery question to uncover the real issue
: What is the biggest call flow mistake that causes lost saves?
A: Moving to solutions or verification before understanding the customer’s reason
: When should verification happen in a retention call?
After empathy and initial understanding—not before building connection
What comes AFTER empathy in the call flow?
Discovery questions
What should you do if the customer keeps saying “just cancel”?
Slow the call, ask a clarifying question, and uncover the real issue
What is FEEL–FELT–FOUND used for?
A: Connecting with customers and presenting solutions
What’s the BIGGEST mistake when offering retention?
A: Offering solutions before understanding the problem
What should every customer know before the call ends?
A: What’s happening next, when, and who is responsible