Hi everyone,
Looking to get thoughts on how you see the "perfect" retention process. I'm not talking about proactive retention more reactive, i.e. a customer calls in to cancel, how does the agent handle that call?
Do you have a methodology you follow or do you take it customer by customer?
Chris.
Hey Chris,
It is hard to say because every customer is different for some customers will be enough just "sorry", some may take hours.....i am a business woman and i discovered for myself a great thing that provides a free trial so if you dont like it dont worry, but it really helped me a lot. I am talking about Customer Feedback Software Feefo provides an honest independent feedback from customers.
No one but customers can tell you more about themselves and how to handle them in the best way
try it out
P
Hi Chris
The standard retention process is:
1. Try to differentiate your product based on FAB statements
2. To retain often comes down to price in this day and age so you need to have a 3 step option available according to the market and your mark-ups......e.g. 5%, 10% and 15% discount on the cost according to the profitability of the customer segment or how much you are willing to give up to retain.
3. If no move - you can always offer a free service to review the paperwork so you can objectively offer to compare the offers of the competitor....and then try to go down FAB again once the paperwork/quote comes in.
Standard stuff I think, but hope this helps.
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