Customer Service Autonomy Framework

Objective: Enhance customer retention through personalized interactions and tailored offers.

Scope of Authority:

• Monthly Budget: $400 for incentives (freebies and discounts).
• Discounting Capability: Up to 20% off on recurring services for three months.

Procedure for Handling Cancellations:

1. Immediate Phone Contact:
   • Reach out to customers requesting cancellation via phone to establish a personal connection.
2. Understanding Cancellation Reasons:
   • Inquire politely about the reasons for cancellation.
   • Document key points for internal review and strategy adjustments.
3. Value Proposition:
   • Discuss how the service can continue to meet their needs.
   • Highlight any recent improvements or upcoming features that might interest them.
4. Offering Incentives:
   • Based on the conversation, utilize the monthly budget to offer freebies or discounts to address specific customer needs or issues.
   • Ensure offers do not exceed the allocated budget and the maximum discount limit.
5. Feedback Collection:
   • Encourage customers to provide feedback on what improvements or changes would enhance their satisfaction.
   • Use this feedback to inform service adjustments and training needs.

Documentation and Reporting:

• Maintain detailed records of all interactions, offers made, and outcomes.
• Submit a monthly report summarizing activities, budget usage, and insights gained from customer feedback.