● Proactively reach out to customers identified as at-risk of cancellation or churn.
● Conduct detailed conversations to understand customer concerns and reasons for potential discontinuation of service.
● Develop a deep understanding of our plans and services to effectively educate customers on features, perks, and value propositions.
● Offer solutions, alternatives to retain customers and prevent cancellations.
● Resolve customer issues promptly and effectively, ensuring a positive resolution.
● Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement & communicate feedback to team leaders/manager for prompt action.