PhysioTru-Cancellation of Subscription

Good Points

Be Prepared:

• • Verified the customer’s name, email, and order details before proceeding with the concern.
    
    

Lead with Warmth:

• • Maintained a polite and calm tone throughout the call, showing professionalism and patience with the customer.
    
    

Listen & Acknowledge:

• • Acknowledged the customer’s request to cancel the subscription and confirmed understanding of the customer’s financial concern.
    
    

Deliver Value:

• • Attempted to retain the customer by offering flexible options such as rescheduling the next shipment or switching to a smaller package, while ensuring no further charges would occur.
    
    

Personalize Solutions:

• • Provided alternatives instead of an immediate cancellation, allowing the customer to choose the best option for their situation.
    
    

Stay Compliant:

• • Followed the correct cancellation process and confirmed that the subscription was successfully stopped.
    
    

Win Back with Care:

• • Showed professionalism and patience, reassuring the customer that the subscription had been canceled and no future billing would occur.
    
    

Close Strong:

• • Ended the call politely, thanked the customer for their time, and wished them well on their wellness journey.
    
    

Needs Improvement.

Empathy Depth:

• • While the agent remained polite, there was limited emotional connection; could have shown more understanding of the customer’s frustration.
    
    

Personalization:

• • Responses sounded slightly scripted; adding a more personal touch could improve connection with the customer.
    
    

Adaptability:

• • When the customer firmly declined the offers, the agent could have moved faster to confirm the cancellation without repeating options.