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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.
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