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Handling Cancellations in the CA Marketplace
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- When a customer indicates they would like to cancel their account, how comfortable do you feel offering one save offer?*
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- Feel free to provide additional information on your above answer.
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- When a customer indicates they would like to cancel their account, how comfortable do you feel offering multiple save offers?*
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- Feel free to provide additional information on your above answer.
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- Use the rating below to indicate your thoughts on the following statement:
"Attempting to save a customer who wants to cancel is an extension of good customer service."*
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- Feel free to provide additional information on your above answer.
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- Use the rating below to indicate your thoughts on the following statement:
"Attempting to save a customer who wants to cancel is a sales tactic."*
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- Feel free to provide additional information on your above answer.
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- In your opinion, what would be a comfortable goal for saving customers who want to cancel?*
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- A customer wants to cancel because they feel Audible audiobooks, "just aren't for them." What would you do?*
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- Feel free to provide additional information on your above answer.
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- A customer wants to cancel because they don't use the service enough. What would you do?*
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- Feel free to provide additional information on your above answer.
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- A customer discovers they have been unknowingly charged for an Audible membership for several months. They're very upset and would like to be refunded. What would you do?*
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- Feel free to provide additional information on your above answer.
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- A customer discovers they have been unknowingly charged for an Audible membership several months. They’re genuinely curious about the service. Once you explain it to them, they politely request to cancel; what would you do?*
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- Feel free to provide additional information on your above answer.
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- A customer wants to cancel because the service is too expensive. What would you do?*
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- Feel free to provide additional information on your above answer.
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- Please share any additional thoughts or questions about handling cancellation contacts.
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