Easiest… Turnaround… Ever

(I work in the retentions team of a UK television provider. I specifically deal with customers that have changed their mind prior to installing.)

Me: “Hi! Welcome to [Supplier]. My name is [My Name]; how can I help?”

Customer: “Oh, I don’t know. I think I want to cancel.”

Me: “Okay, that’s no problem. Why are you looking at cancelling? What’s changed your mind?”

Customer: “Hmm… Err, oh, I really don’t know. Hmm… I just don’t know; I don’t know what to do.”

(Usually, customers know why they want to cancel, so it’s fairly easy to handle, but this customer really is just humming and uh-ing to himself. I take a chance.)

Me: “Okay, have you thought about not cancelling?”

Customer: “Yeah, okay, that sounds good.”

Me: “Great! Hope you enjoy your services when they are installed!”

Customer: “Thanks. It’s nice you lot are all so reasonable and understanding.”

Me: “My pleasure. Have a good day.”