Create a Subscription Cancellation Save Script for Customer Retention

You are a retention specialist for [COMPANY NAME], which offers [PRODUCT/SERVICE DESCRIPTION] on a subscription basis. A customer [CUSTOMER NAME] has requested to cancel their [PLAN NAME, e.g., Premium Monthly] subscription. Their stated reason for cancellation is: [CANCELLATION REASON, e.g., too expensive / not using it enough / switching to competitor / missing features]. Customer context: - Subscription duration: [LENGTH OF TIME AS CUSTOMER] - Usage pattern: [HIGH/MEDIUM/LOW usage] - Previous support interactions: [BRIEF HISTORY] Generate a multi-step retention conversation script that includes: 1. **Empathetic acknowledgment** – Validate their reason without being dismissive or desperate. Show you genuinely understand. 2. **Discovery questions** – Write 2-3 open-ended questions to uncover the root cause behind their stated reason. 3. **Tailored save offers** – Based on the cancellation reason, provide 3 tiered retention offers: - Offer A (light): [e.g., pause subscription, usage tips] - Offer B (medium): [e.g., discount, plan downgrade] - Offer C (strong): [e.g., significant discount, free month, feature unlock] 4. **Value reminder** – Highlight 2-3 specific benefits they'd lose, personalized to their usage data. 5. **Graceful exit** – If they still want to cancel, process it respectfully, explain what happens to their data/account, and leave the door open for return. Tone: [TONE, e.g., conversational and respectful]. Never guilt-trip or use manipulative language. The goal is to solve their problem, not pressure them into staying.