Cancellation Scripting

Agent:

"I’m sorry to hear that, I’m happy to help you today. Can I start by getting a phone number in case we are disconnected?"

• • *Collect name, address and appointment date/time.

"When is a good day and time I can get you rescheduled for?"

• • Customer wants to reschedule, continue setting appointment like always.

Customer objects to rescheduling:

• • "May I ask why you are wanting to cancel?"

**** If Customer indicates any other reason than going with another Company; Please see Rebuttals

****ALWAYS ENCOURAGE CUSTOMER TO KEEP TENTATIVE APPOINTMENT SO THEY DON’T MISS OUT ON OUR EARLIEST APPOINTMENTS!***