Speaker 1: Mastering Customer Retention, Role Play Number One, Call Center Agent and Customer.

Speaker 2: Thank you for calling Velocity Net Support. My name is Megan. How may I assist you today?

Speaker 1: Hi, Megan. I've decided to cancel my internet service with your company.

Speaker 2: It's just not working out for me. Oh, I'm so sorry to hear you're experiencing issues. I'd like to help address your concerns and see if there's anything we can do to improve your experience. Could you please share what specific issues you've been facing?

Speaker 1: Well, the service has been really slow lately and I've had quite a few disconnections. Honestly,

Speaker 2: I've had enough. I just want to cancel. I completely understand your frustration and I apologize for the inconvenience. Slow internet is certainly frustrating. To better assist you, let me look into your account and see if there are any technical issues we might be able to resolve on our end. May I have your account number, please?

Speaker 1: Can't I just cancel and get this over with? In order to process your request,

Speaker 2: I will need to confirm your account number regardless.

Speaker 1: Um, okay. My account number is... Hold on a sec. It's 4203-5581.

Speaker 2: Thank you for that. Let me just retrieve your account information. This should only take a few seconds. All right. Here we are. For verification purposes, could you please confirm your first and last name?

Speaker 1: My first name is Lawrence and my last name is O'Donnell.

Speaker 2: Thank you, Mr. O'Donnell. I appreciate that. I have noticed a few irregularities that might be causing the speed issues. If you would like, I can schedule a technician to come and resolve the problem at no additional cost to you.

Speaker 1: I don't want to go through all that trouble. I just want to cancel my service.

Speaker 2: I completely understand your concerns and I appreciate your patience. To make up for the inconvenience you faced, I'd like to offer you a complimentary upgrade to our highest internet speed tier for the next three months. This will give you a chance to experience a significant improvement in your connection.

Speaker 1: Well, that sounds nice, but can you guarantee that my internet speed will be much faster

Speaker 2: than it is now? Yes, Mr. O'Donnell. The plan is called the Velocity Plus, which is our fastest service. In fact, it is the fastest residential internet speed in the country. No other company can match it, sir. I am confident you will notice

Speaker 1: the difference right away. Well, I'm still probably going to cancel

Speaker 2: after three months. Of course, sir, I understand. I can make a note to reevaluate your service near the end of the three-month period. If you're still unsatisfied, we can discuss further options for you at that time. Would you like to try the Velocity Plus plan? Velocity Plus, eh? I really thought I would

Speaker 1: quit your service, but this sounds enticing. All right, I'll give it a try.

Speaker 2: Great. I've made a note of the complimentary upgrade and I appreciate your willingness to give us another chance. If you have any issues during this trial period, please don't hesitate to contact us. Thank you for choosing VelocityNet. Thanks for your help. Goodbye. Have a wonderful day. Goodbye.

Speaker 1: Mastering Customer Retention, Role Play Number Two, Call Center Agent and Customer. Hello, and thank you for calling Single Step Streaming Customer Support.

Speaker 2: My name is Steve. How may I assist you today? Hi there. I've been a subscriber for a while, but I've decided I want to cancel my streaming service.

Speaker 1: I understand. May I ask the reason why you would like to cancel?

Speaker 2: Well, it's just not fitting into my budget right now. When I started my subscription about

Speaker 1: four or five years ago, the price was much lower. I'm sorry to hear that you're facing budget constraints. We value your loyalty as a longtime subscriber. Perhaps we could explore options to make our service more affordable for you?

Speaker 2: I'm not so sure that will be possible. I really need to cut down on my expenses.

Speaker 1: I completely understand your situation, and I appreciate your honesty. To better serve you, can I have your email address or login name? Sure. My email address is

Speaker 2: mary.fredrickson28 at gmail.com. That's spelled m-a-r-y dot f-r-e-d e-r-i-c-k-s-o-n, followed by the number 28 at gmail.com. Thank you for that. May I call you Mary? Yeah, that's fine. Sorry, what's your name again?

Speaker 1: My name is Steve. Thanks, Steve. My pleasure, Mary. Let's see what kind of subscription you have.

Speaker 2: Honestly, I can't even remember which one I have.

Speaker 1: Uh, yes. You are registered for our premium high-definition service.

Speaker 2: Am I? Yeah, I guess that sounds about right.

Speaker 1: That service does happen to be our most expensive service. Currently, you're paying $22.99 per month.

Speaker 2: Yeah, that's why I want to cancel. I understand, Mary. Are you aware that our

Speaker 1: standard service only costs $6.99 a month? Actually, I didn't know about that. But, I still think I need to cancel. May I just briefly explain a new campaign we are offering? It will only take a minute. If you choose not to subscribe, I will be more than happy to cancel your service. Okay, but can we make this quick? Absolutely, Mary. Like I said, it will only take a minute. Our new standard service campaign is only $6.99 a month. However, since you've been a loyal customer, I can offer you the first month free if you switch. After that, the price will be only $6.99 a month for the next year.

Speaker 2: Hmm, that is quite a difference. How does the standard service compare to what I have now?

Speaker 1: The main difference is that the standard service has advertisements. That is the reason we can offer it to customers at such a great price. In your case, it would save you approximately $16 per month. Does this seem like something that might fit your budget? Uh, how many ads do they run? On average, there are 4 minutes of ads per hour.

Speaker 2: Let me think. Um, yeah, that doesn't seem too bad. And the picture quality is decent?

Speaker 1: You currently subscribe to the HD service, but unless you have an 8K TV, you probably won't

Speaker 2: notice a significant change in picture quality. Well, that sounds like a good deal, but I'm still

Speaker 1: not sure. I completely understand your hesitation. To make things even more flexible for you, I'll ensure that you can cancel at any time during the next 3 months without any additional charges. This way, you can enjoy the discounted rate, still get to watch all of your favorite shows and movies, and if you still find it challenging, you're free to cancel whenever

Speaker 2: you need to. I guess I would miss watching my favorite shows. Alright, that sounds fair.

Speaker 1: I'll give it a try for a few months. Wonderful. I'll apply the discounted rate so you'll get the next month free of charge. Also, I'm making a note of the flexible cancellation option. Mary, if you have any questions or concerns during this period, please feel free to reach out to us. Do you have any other questions?

Speaker 2: No, I'm good. That savings will really help me out. Thanks for offering me the new plan.

Speaker 1: It was my pleasure, Mary. Thank you for choosing Single Step Streaming. We appreciate your continued support. Enjoy the rest of your day. You too. Thanks, Steve. You're so welcome. Goodbye. Remember to watch our other Roleplay videos.