Saving a Cancellation

Here are the steps a customer service agent should follow when a customer threatens to cancel their subscription to a monthly delivery product:

1. **Listen Actively:**
- Allow the customer to voice their concerns without interruption.
- Show empathy by acknowledging their feelings and frustrations.

2. **Confirm Understanding:**
- Summarize the customer's concerns to ensure you fully understand the issue.
- Ask clarifying questions if needed.

3. **Apologize Sincerely:**
- Offer a sincere apology for any inconvenience or dissatisfaction the customer has experienced.

4. **Offer a Solution:**
- Provide options to address the customer's concerns, such as a discount, a complimentary product, or a change in the delivery schedule.
- Explain the steps you will take to resolve the issue.

5. **Confirm Their Decision:**
- Ask if the proposed solution meets their needs and if they are willing to continue with the service.

6. **Follow Up:**
- Ensure the agreed-upon solution is implemented promptly.
- Follow up with the customer within a few days to confirm their satisfaction and reinforce your commitment to their satisfaction.

If the customers still wishes to cancel, use the appropriate macro.