In training, we try to encourage the CSRs to think like an investigator. That means that they are actively listening to what a customer says and considering those details to contain clues on what is really going on behind the scenes. Those clues indicate what questions should be asked next to really understand the situation. Without probing further a CSR is sure to handle the customer call ineffectively and you may end up with a written letter of cancellation in tomorrow’s mail.
In a recent secret shopper campaign, we called offices around the country and asked how much notice was needed to cancel service. Let me share with you some of the responses we had from the representatives.
Can you tell me how much notice you need to cancel my service?
1) Anytime
2) It depends
3) At least 30-days
4) The very next day
5) Uh not very long
6) It’s up to you
7) 60-days before the contract ends
8) 30-days in writing
9) We can definitely do it for you right away
10) There isn’t a specific amount of time
More than 50% of the secret shopper calls made using this cancellation scenario ended with one of these comments. Even more shocking than those answers is the fact that the representatives didn’t know that they were speaking to a business customer and there was no effort put forth to investigate why the person was asking about cancellation terms to begin with. What seemed to be a quick question and answer set the course for a cancelled contract.

3 ways to improve your retention numbers immediately
1) Share your monthly wins and losses with customer service so they can have a heightened awareness.
2) Reinforce the importance of pulling up the customer account during every conversation in order to know who you are talking with and update that account. A call where the customer
asks cancellation terms should be documented and the sales rep should be notified immediately.
3) Conduct a short training session that includes customer service and your sales team. What words or comments from a customer are important clues? Clarify terms for both commercial
and residential customers and decide on a proactive response.