Customer retention by phone
A client who wants to leave usually has a specific reason. A call that finds it out and does not talk over it is fairer than an automatic discount.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: a client calls to cancel their contract
The client says they are leaving, or that they received a better offer. You have a short time to find out what is really going on and to make a polite offer that they are free to refuse.
- The client says a competitor's offer is cheaper.
- The client is unhappy with one specific experience, not with the price.
- The client has already made the decision and only wants to take care of the formalities.
Typical mistakes
When trying to retain someone, it is easy to slip into pressure or needless discounting.
- An immediate discount before the real reason for leaving is found out.
- Pressure or repeating the offer after the client has said no.
- Excessively defending the company instead of listening.
- A misleading description of the terms the client will lose after leaving.
- Making cancellation harder: transfers, delays or extra steps when the client insists on leaving.
How you practise it in DIRI AI
The AI client plays a person considering leaving and reacts to how you ask and what you offer. The decision always stays with the client.
- Write your own scenario: the type of product, the reason the client gives and what you may offer.
- Set the difficulty and the client type, for example decided or comparing offers.
- Practise the question about the reason, the offer and graciously accepting a refusal.
- In the report after the call you will see quoted moments and one recommended change.
- Repeat the call and try a different question about the reason for leaving.
A sample from practice
The client announces that they are cancelling the service because they found a cheaper offer.
- You
- Thank you for telling me directly. Before I process the cancellation, may I ask what led you to it?
- AI client
- I found a cheaper offer and I do not want to pay more.
- You
- I understand. Is the price the only reason, or is something about our service getting in your way?
- AI client
- Really just the price. I am happy with the service.
- You
- Then I can offer you a tariff adjustment that would lower the price. If not, I will process the cancellation right away with no problems. What would you choose?
- AI client
- Send me that adjustment in writing, and I will decide by tomorrow.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
Does practice teach people to talk clients round?
No. The emphasis is on finding the reason and making a polite offer, stated once. The client's decision is respected, cancellation is never made harder, and the call is ended politely.
Does the AI client know our discounts and terms?
No. You describe the offer and terms in your own scenario. The practice is about how you conduct the call.
Is practice suitable for insurance or telecommunications?
The principle is the same across industries. Focus the scenario on a specific product and the usual reason for leaving.
Is the score a basis for evaluating staff?
No. The score is for training. It is neither designed nor validated as a basis for decisions about employees.
Can I train in other languages too?
Yes, in Czech, Slovak, Polish, German and English. Scores for calls outside Czech are marked as preliminary.
Practise a call with a client who is leaving
Try the question about the reason for leaving and listen to how the AI client reacts. Free plan: one voice call a day, up to 5 minutes.