Proactive Customer Retention Outreach
A retention specialist contacts a customer whose service contract is nearing expiry or who has shown signs of decreased engagement, aiming to understand their concerns and offer incentives or solutions to prevent churn.
Un especialista en retención contacta a un cliente cuyo contrato de servicio está próximo a expirar o que ha mostrado signos de disminución del compromiso, con el objetivo de entender sus preocupaciones y ofrecer incentivos o soluciones para prevenir la pérdida de clientes.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
proactively
This adverb means taking action in advance to prevent problems or improve a situation. In customer service, it's used when contacting someone before an issue arises, like renewing a contract.
Este adverbio significa tomar acción de antemano para prevenir problemas o mejorar una situación. En el servicio al cliente, se usa cuando se contacta a alguien antes de que surja un problema, como renovar un contrato.
renewal
This noun refers to the process of extending or starting a contract or agreement again. It's common in business for services like phone or internet plans.
Este sustantivo se refiere al proceso de extender o iniciar nuevamente un contrato o acuerdo. Es común en los negocios para servicios como planes de teléfono o internet.
hectic
This adjective describes a situation that is very busy, rushed, or full of activity. It's often used to explain why someone hasn't had time for something.
Este adjetivo describe una situación que es muy ocupada, apresurada o llena de actividad. A menudo se usa para explicar por qué alguien no ha tenido tiempo para algo.
value
In this context, this verb means to appreciate or consider something important. 'We value your business' shows respect for the customer's relationship with the company.
En este contexto, este verbo significa apreciar o considerar algo importante. 'We value your business' muestra respeto por la relación del cliente con la empresa.
concerns
This noun (plural) means worries or issues about something. In service talks, asking about concerns helps identify problems to solve.
Este sustantivo (plural) significa preocupaciones o cuestiones sobre algo. En conversaciones de servicio, preguntar sobre preocupaciones ayuda a identificar problemas para resolver.
fluctuations
This noun refers to changes or ups and downs in something, like speed or price. It's useful for describing inconsistent service quality.
Este sustantivo se refiere a cambios o altibajos en algo, como la velocidad o el precio. Es útil para describir una calidad de servicio inconsistente.
upgrades
This noun means improvements or updates to a service or product. In telecom, it often involves better speed or features for a fee.
Este sustantivo significa mejoras o actualizaciones a un servicio o producto. En telecomunicaciones, a menudo implica mayor velocidad o características por una tarifa.
loyalty
This noun means faithfulness or continued support to a company. 'Loyalty discount' rewards long-term customers with lower prices.
Este sustantivo significa fidelidad o apoyo continuo a una empresa. 'Descuento por lealtad' recompensa a los clientes de largo plazo con precios más bajos.
incentives
This noun (plural) means rewards or benefits offered to encourage action, like discounts to keep a customer. It's key in retention strategies.
Este sustantivo (plural) significa recompensas o beneficios ofrecidos para incentivar acciones, como descuentos para retener a un cliente. Es clave en estrategias de retención.
Key Sentences
Important phrases to remember and practice
I noticed your current service contract is coming up for renewal next month, and I wanted to proactively reach out.
This sentence politely introduces the call's purpose using 'noticed' for observation and 'proactively reach out' for initiative. It's useful for starting business calls about upcoming changes; note the future tense 'is coming up' for events soon to happen.
Esta oración introduce cortésmente el propósito de la llamada usando 'noticed' para la observación y 'proactively reach out' para la iniciativa. Es útil para iniciar llamadas de negocios sobre cambios próximos; note el futuro 'is coming up' para eventos que están por ocurrir pronto.
We value your business, Mr. David, and we'd love to ensure you continue to have all your needs met.
This shows appreciation and commitment using 'value' and conditional 'we'd love to ensure.' It's a key phrase in customer service to build relationships; 'continue to have' emphasizes ongoing support.
Esto muestra aprecio y compromiso usando 'value' y el condicional 'we'd love to ensure.' Es una frase clave en el servicio al cliente para construir relaciones; 'continue to have' enfatiza el apoyo continuo.
Are there any particular concerns or changes you've been considering regarding your service?
This is an open-ended question to gather feedback, using 'concerns' and 'considering' in present perfect continuous for recent thoughts. Useful for handling complaints; it invites details without assuming problems.
Esta es una pregunta abierta para recopilar retroalimentación, utilizando 'concerns' y 'considering' en presente perfecto continuo para pensamientos recientes. Útil para manejar quejas; invita a detalles sin asumir problemas.
Thank you for bringing that to my attention, Mr. David. I'm sorry to hear you've been experiencing that.
This acknowledges the issue politely with 'bringing to my attention' and apologizes using present perfect 'you've been experiencing.' It's essential for complaint handling to show empathy and responsibility.
Esto reconoce el problema cortésmente con « bringing to my attention » y se disculpa usando el present perfect « you've been experiencing ». Es esencial para el manejo de quejas mostrar empatía y responsabilidad.
I can offer you a discounted upgrade to our premium internet plan, which should significantly improve your speeds and stability.
This presents a solution using 'offer' and relative clause 'which should improve.' The modal 'should' suggests expected benefits; useful for proposing incentives in sales or retention talks.
Esto presenta una solución usando 'offer' y la cláusula relativa 'which should improve.' El modal 'should' sugiere beneficios esperados; útil para proponer incentivos en conversaciones de ventas o retención.
With the discounts, your monthly bill would actually be slightly lower than your current one, at $65.
This explains benefits conditionally with 'would be' for hypothetical offers, comparing 'lower than your current one.' It's practical for discussing pricing; 'actually' adds emphasis on the surprise.
Esto explica los beneficios condicionalmente con « would be » para ofertas hipotéticas, comparando « lower than your current one ». Es práctico para discutir precios; « actually » añade énfasis en la sorpresa.
My pleasure, Mr. David. I can send you an email with the full details of this offer right now.
'My pleasure' is a polite response to thanks, meaning 'you're welcome.' The offer uses 'I can send' for immediate action; useful for closing conversations by providing follow-up info.
'My pleasure' es una respuesta educada a un agradecimiento, que significa 'de nada'. La oferta usa 'I can send' para una acción inmediata; útil para cerrar conversaciones proporcionando información de seguimiento.
Feel free to call us back directly if you have any questions. Thanks again for your time, and have a wonderful day!
This ends the call positively with 'feel free to' for permission and 'if' clause for conditions. It's a standard courteous close in service calls, encouraging further contact while thanking.
Esto termina la llamada positivamente con 'feel free to' para permiso y cláusula 'if' para condiciones. Es un cierre cortés estándar en llamadas de servicio, alentando más contacto mientras agradece.