What past experiences do you have turning cancellations back into customers?
The recruiter is looking for someone who'd be a great addition to the organization not only by producing results but also by increasing its client base. Having an excellent track record for reeling in lost customers will give you an edge.
"At my previous job at a call center, I employed a certain strategy to get back clients. Using data from exit surveys and follow-up calls, I'd determine what made the customer cancel their subscription. I'd then get in touch with the customer again and promote the aspect of the product they were looking for e.g. upgrades, discounts, new features."
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Anonymous Answer
My experience does not include turning cancellations back into customers due to the nature of my specific jobs. My experience is in manufacturing, travel, and unemployment, which don't involve cancellations.
Amanda's Feedback
I like how you answered the question directly and explained why you don't have experience in this area.
Anonymous Answer
In my previous role, as part of our reinstatement strategy, I spooled out the list of customers who had not renewed their policies in the last two years. There was an interesting case of a client who was a regular with us but had not renewed in a while, I probed further and decided to give him a call. From the call, I discovered that the client was not particularly happy with the rates charged, coupled with the fact that he had been loyal to us for a while, I escalated this finding to my line manager and got approval for reduced rates, and he got an extra concession for any referral made. This was communicated to the client and he was excited. He immediately made a payment on the new rates and his policy was reinstated.
Stephanie's Feedback
This is an excellent specific example! You do a great job of showing the steps you took to regain this customer's support and trust. You make a very compelling case for exceptional customer service!
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