If a call center cares less about the customer, it will probably show. After all, angry customers can be intimidating and no one wants to deal with them. Thankfully, there are a couple of easy ways to save the situation and your business’ reputation even when they are calling to cancel.
The less time your customers have to wait, the more patient they will be when they get a hold of someone at your call center. This simple act can instantly start the interaction off well and make a person more willing to communicate. If this is not done, the already frustrated customer will probably just jump to calling their bank for a chargeback. Depending on how many times they try calling, they might feel compelled to leave negative reviews about your company and services.
In the event the customer is calling to cancel whatever product or service they have purchased, you can’t hide from them and hope they go away. They won’t. Instead, immediately address the issue. If they are wanting to cancel, you can come up with other solutions that make your customer happy as well as your business. Through these creative means, you can easily increase their customer lifetime value, avoid restocking fees and maintain the customer’s high opinion of your company and product.
While it may be easy to avoid a customer, it is not a solution. Small things like answering their call quickly, being able to anticipate a cancellation, and giving the customer less hassle, can actually save a company from detrimental charge backs, angry customers, restocking fees, and negative product reviews.