✋ Retention
Cancellation Request Role Play
Good cancellation handling respects the customer. The agent asks once, offers one relevant alternative and, if the answer is still no, makes it easy.
Script (2 speakers)
Member: Hi, I'd like to cancel my gym membership.
Agent: Of course, I can help with that. Do you mind telling me why you're leaving?
Member: I'm travelling for work for three months.
Agent: That makes sense. Just so you know, you can freeze the membership for up to three months at no cost, and keep your current rate.
Member: Oh, I didn't know that. My rate is the old one, right?
Agent: Yes, the old one. If you cancel now and rejoin, it would be twenty percent higher.
Member: Then let's freeze it.
Agent: Done. Your membership restarts on the first of June. Safe travels!
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What Makes This Work
- ✓Agrees to help immediately
- ✓Asks the reason once
- ✓Offers one option that fits that reason
- ✓Makes the outcome clear with a date
More Examples
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De-escalation
Angry Customer Role Play: Refund Request
A furious customer wants their money back. The agent calms things down.
📦
Delivery issues
Late Delivery Role Play: "Where Is My Order?"
A birthday gift has not arrived. The agent finds a practical solution.
🧾
Billing
Billing Dispute Role Play: "I Was Charged Twice"
A customer was double charged and is worried about their account.
💻
Tech support
Technical Support Role Play: Frustrated Customer
A stressed, non-technical customer cannot get their router working.
Make Your Own Version
Change the names, the product or the situation. The AI rewrites it and voices every speaker.
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