CANCEL SPIELS

CANCELATION REQUEST AT THE END OF THE BILL CYCLE SUGGESTED SPIEL:

And just wanted to set expectations that our system is designed to schedule all cancellation by the end of your cycle to avoid any bill confusion which is by the (close date). Rest assured moving forward you're not getting charge coming out of that line

ACKNOWLEDGEMENT

Cancelling your account is the last thing we want to hear from you but we respect your decision. I hope you don't mind me asking, may I please know the reason behind it?

It really saddens me that you are considering in removing one of the lines on the account. I hope you don't mind me asking, may I please know the reason behind it?

PROBING

Would you mind telling me the details of the plan / offer you’re considering?

What services are most important to you?

Are there any issues with your service or device that is causing dissatisfaction?