Retentions

START

DANA PRIETO
LAURA GUTIERREZ
 Steps
01 Friendly voice tone and attitude to create a match with the cx

02 Inquire about the credit card owner

03 Ask the cx about the reason of the cancelation

04 Offer the right benefit to the cx

05 RETENTION SUCCESSFUL
Role Play
¡LETS GO!
Technical support Store support In home services

B E N E F I T S
Replacement

Accidental Acronis storage

damages
 Type of cx and how to handle the
case?

rushed
peaceful

confused
angry
 Mandatory

CREDIT CARD WE ARE NOT ABLE

OWNER TO RE-INSTATE IT
CX CAN NOT USE
THE BENEFITS
ANYMORE
CX CAN NOT
PURCHASE AN
OTHER PLAN FOR
THE SAME DEVICE
Kahoot
¡YOU CAN DO IT!
Q U E S T I ON S
THANK YOU