Purpose:

The purpose of this document is to guide the Sales Representative on how to save a customer who would like to cancel their service with us.

 

Procedure:

SCENARIO 1: Customer agreed to maximize Annual Fee

Rep:                       Australian Waste Management, this is ________________ how may I help you?

Customer:           I would like to cancel my service.

Rep:                       We are sad to hear that you want to cancel the service from us, may we know the particular reason why you would like to cancel the service?

                                (Do verification process first) Is there any particular reason why you would like to cancel the service?

Customer:           We don’t need the service anymore.

Rep:                       I see.  If you don’t mind me asking, are you moving to a new office? If that would be the case, we can always transfer the bin to your new office as long as it is located within our area of coverage.”

Customer still insist in cancelling the service, then we can process the cancellation. “No worries, we understand. Let me process the cancellation now. To verify you have (provide type of service and frequency).

Customer:           Yes we do and we want to cancel it.

Rep:                       I can see here that the service is paid until (provide renewal date), you can actually use the service until then at no cost to you so you can maximize the annual fee that is paid until (renewal date.).

Please be reminded that our Service Agreement does not allow us to refund the annual fee. So we can help you save money, we suggest that you maximize the service you paid for until (give renewal date). And then after that date and you still decide to cancel the service, you may call us back on or before (give the end of contract date) and we will be happy to process the cancellation for you.

Customer:           Ok, we will maximize the service then.

Rep:                       That’s great, we’re glad to hear that

Customer:           Thank you!

Rep:                       Will that be all?

Customer:           Yes, and thank you.

Rep:                       Thank you and have a great day.

 

SCENARIO 2: Customer did not agree to maximize Annual Fee

Rep:                       Australian Waste Management, this is ________________ how may I help you?

Customer:           I would like to cancel my service.

Rep:                       We are sad to hear that you want to cancel the service from us, may we know the particular reason why you would like to cancel the service?

                                (do verification process first) Is there any particular reason why you would like to cancel the service?

Customer:           We don’t need the service anymore.

Rep:                       I see.  If you don’t mind me asking, are you moving to a new office? If that would be the case, we can always transfer the bin to your new office as long as it is located within our area of coverage.”

Customer still insist in cancelling the service, then we can process the cancellation. “Alright, we understand. Let me process the cancellation now. To verify you have (provide type of service and frequency).            

Customer:           Yes we do and we want to cancel it.

Rep:                       I can see here that the service is paid until (provide renewal date), you can actually use the service until then at no cost to you so you can maximize the annual fee that is paid until (renewal date.).

Please be reminded that our Service Agreement does not allow us to refund the annual fee. So we can help you save money, we suggest that you maximize the service you paid for until (give renewal date). And then after that date and you still decide to cancel the service, you may call us back on or before (give the end of contract date) and we will be happy to process the cancellation for you.

Customer:           I still want to cancel.

Rep:                         Alright then, let me process your request (Process removal and give details of the removal), If you don’t mind me asking, how’s your experience with our service?

Customer provides experience.

If experience is positive: We are happy to know that you are satisfied with our service. We hope to provide you again with the service in the future.

If experience is negative: Thank you very much for sharing that to us and rest assured that the feedback you provided will help us improve our operation to serve our customers better.

Customer:            Thank you!

Rep:                        Will that be all?

Customer:            Yes.

Rep:                        Thanks you for calling and have a great day!