A script for calling a customer who left. The first goal is to learn why; winning them back is a possible result, not a requirement.
Choose "Save as PDF" in the print dialog. Nothing is sent anywhere and no account is needed.
When to use it
Use it a few months after a customer has left, when something has actually changed that is relevant to their reason.
The script
Win-back call script for lost customers
Call script
Opening
Hello [Name], this is [Your name] from [Company]. You stopped using [product] in [month]. I am not calling to pressure you. I would like to learn what we could have done better. Have you got five minutes?
Listen
What was the main reason you left?
What did you move to, if anything?
Acknowledge
Thank you for being direct. That is fair.
What has changed
Since then we have [change]. I would like to know whether that matters for your original reason.
Offer a small step
Would you like to see it, or hear from me again in [period]? Both are fine.
DIRI AI · diriai.com · Training material, not legal or financial advice.
Replace the [square brackets] with your own facts and adapt the wording to your own voice.
How to use it
Read the account history first, so you do not ask what they already told you.
Do not argue with the reason, even if you disagree; write it down.
Share what you learned with your team, whatever the customer decides.
Practise it before you dial
In DIRI AI an AI customer, clearly marked as AI, answers your call and reacts the way a busy person might. Matching scenario: Saving a relationship with a departing customer. The Free plan costs nothing.