Write the process in bullet points, the way you would explain it to a new team member. “If…” creates a branch.
* when a customer says they want to cancel the service, first ask about the reason for this decision
* when they name a specific reason, try to overcome the objection by describing the product's benefits
* if the objections continue, offer a discount on the next invoice
* if the customer still wants to churn, report the situation to the escalation team
* inform the customer about the contract end date and schedule the subscription termination