3 tips on how to offboard
Posted: Sun Dec 22, 2024 6:19 am
Well, sometimes, even with the best motto in the world, customers still find themselves tempted to knock on our door wanting to cancel . But what do you do when this happens?
We recently had an interesting offboarding experience . One of our partners was ready to say goodbye to us, with the following argument: “The service is not meeting our needs . ”
Faced with this situation, instead of simply continuing with the cancellation – which was philippines code number never an option for us, as we are nonconformists – our team maintained an empathetic stance. We listened carefully to the customer's concerns, seeking to understand the reasons behind their initial decision.
Based on this dissatisfaction, we applied some offboarding strategies . Check it out:
1) Listen to the customer
From the very first contact, we prioritize clarity in our objectives, being direct, proactive and placing the customer at the center of the interaction. In these situations, customers value agility and transparency.
2) Identify the main concerns
Every customer interaction is a valuable opportunity to establish a genuine connection and leave a lasting, positive impression. If we don’t take the time to listen to our customers, we’ll miss out on understanding the reasons behind their decision.
3) Monitoring and value
By demonstrating understanding and mastery of our product, highlighting its capabilities and possibilities, we convey a clear message that we are there to help you in the best way possible.
All configurations and functionalities requested by the client, including those that initially seemed impossible, were carefully implemented with step-by-step guidance. We worked closely with the client, providing the necessary support to carry out the actions.
Furthermore, although we offered training with our team of platform experts, it was not necessary, as the client was able to make adjustments with the support provided, gaining autonomy in their daily processes.
We recently had an interesting offboarding experience . One of our partners was ready to say goodbye to us, with the following argument: “The service is not meeting our needs . ”
Faced with this situation, instead of simply continuing with the cancellation – which was philippines code number never an option for us, as we are nonconformists – our team maintained an empathetic stance. We listened carefully to the customer's concerns, seeking to understand the reasons behind their initial decision.
Based on this dissatisfaction, we applied some offboarding strategies . Check it out:
1) Listen to the customer
From the very first contact, we prioritize clarity in our objectives, being direct, proactive and placing the customer at the center of the interaction. In these situations, customers value agility and transparency.
2) Identify the main concerns
Every customer interaction is a valuable opportunity to establish a genuine connection and leave a lasting, positive impression. If we don’t take the time to listen to our customers, we’ll miss out on understanding the reasons behind their decision.
3) Monitoring and value
By demonstrating understanding and mastery of our product, highlighting its capabilities and possibilities, we convey a clear message that we are there to help you in the best way possible.
All configurations and functionalities requested by the client, including those that initially seemed impossible, were carefully implemented with step-by-step guidance. We worked closely with the client, providing the necessary support to carry out the actions.
Furthermore, although we offered training with our team of platform experts, it was not necessary, as the client was able to make adjustments with the support provided, gaining autonomy in their daily processes.