Retention Queue Routing & Cancellations

Overview

To improve support for customers requesting cancellations, the Retention queue is now extended to the entire Sales Contact Centre (excluding new starters within their first 6 months).

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Call Routing

• Customers wishing to cancel will be directed to the Retention line.
• Calls will:
  1. Queue with Jack and Cory first.
  2. Overflow to the broader floor if they’re unavailable.
• Calls will display as: Sales – Retention for easy identification.

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Your Objective

• Understand why the customer wants to cancel.
• Aim for a win-win solution, such as:
  • Rebooking to a different package.
  • Adding holiday components.
  • Suggesting upgrades.
  • Cancel & rebook scenario.
• Do NOT transfer these calls to Customer Service.

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Objection Handling Examples

• Customer: “I want to cancel.”
  Response: “Absolutely, I can help with that. Before we go ahead — what’s changed for you since you booked?”
• Customer: “Found something cheaper.”
  Response: “Thanks for letting me know — we definitely want to make sure you’re getting the best value. What did you find that you liked? Let’s see if we can match or even improve on that.”
• (Include all other examples as bullet points for quick reference.)

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If Cancellation Proceeds

• Complete the cancellation yourself.
• Follow Terms & Conditions.
• Apply correct refund reason in Admin.
• Inform customer of fees, timelines, credits.
• Never transfer to Customer Service.

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When to Involve Jack & Cory

• Price beat/match request.
• Negative customer experience.
• Complex negotiation scenarios. Process:
• Reach out via Teams first.
• If callback is acceptable, transfer ticket to Jack or Cory.
• Coverage: 8am–6pm Mon–Fri.

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Wrap-Up Codes

• Conversion Exclusion – No Opportunity (no booking/follow-up).
• Retained – Different Package (successfully rebooked).
• Retained – In Progress (alternative quote created).
• Cancel/Rebook Same Property (rare scenario).
• If sold by another consultant:
  Conversion Exclusion – Follow Up on Behalf of Another Consultant
  (Ensure online swap submitted for target reduction credit.)

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Internal Language

• Use “Retention” internally only.
• To customers, refer to Jack & Cory as:
  “our specialist Customer Service team.”

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Support

For questions:

• Contact your Team Leader.
• For retention strategy: Jack & Cory.

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