What do I do if someone wants to cancel?

WootRecruit Subscription Cancellation Policy

Objective:
To establish a standardized procedure for account managers handling cancellation requests of WootRecruit subscriptions to ensure a consistent and efficient process.

Scope:
This policy applies to all account managers within the company.

Procedure:

1. Initial Contact:
   Upon receiving a cancellation request, the account manager must first verify the identity of the customer to ensure the request is legitimate.
2. Cancellation Request Form:
   Inform the customer that completion of the Cancellation Request Form is mandatory. Provide them with the form, guiding them on how to fill it out and where to submit it.
3. Offer Assistance and Alternatives:
   Attempt to understand the reason behind the cancellation and offer possible solutions or alternatives that might address the customer’s concerns.
4. Escalation to Customer Success Manager (CSM):
   If the customer is still inclined to cancel after initial solutions are offered:
   • Escalate the case to the Customer Success Manager before processing the cancellation.
   • The CSM will attempt a final engagement to understand the customer’s needs and explore all possible options to retain the account.
5. Finalize the Cancellation:
   If the customer wishes to proceed with the cancellation after intervention by the CSM:
   • Ensure the Cancellation Request Form is filled out and submitted by the customer.
   • Process the cancellation in the system.
   • Confirm the cancellation with the customer via their preferred communication method (email, phone, etc.).
6. Feedback:
   Request feedback from the customer regarding their experience and what led to their decision to cancel. This information is valuable for improving our services.
7. Documentation:
   Document the entire process in the customer’s account for future reference, including the reason for cancellation and any feedback provided.

Note:
Account managers and the CSM must handle all interactions with professionalism, empathy, and respect, aiming to leave the customer with a positive impression of the company.

Cancellation