Cancelling The Cancellation Talk

(I working in a call centre, dealing with cancellations.)

Me: “Hi, you’re through to [Company], speaking with [My Name]. How can I help?”

Customer: “It won’t let me cancel online; I had to call. Why do I have to call? It’s ridiculous. We are in a digital age!”

Me: “We ask our customers to call to resolve any problems you may be having, and to get feedback on our service. Let me look into this for you.”

(I take their details and chat with them about their usage.)

Me: “You know, I can give you this great discount of [amount] if you feel you could benefit from continuing at the moment?”

Customer: “I wouldn’t have cancelled if you had a way of cancelling online; since you don’t, there’s no way I’m staying.”

Me: “Well, that’s not true, is it? The first thing you said to me was that you were trying to cancel online prior to your call.”

Customer: *goes quiet* “Just cancel it.”

Me: “That’s done. Have a nice day.”