Providing Reasons for Cancellation
The customer is asked about their reasons for canceling. They need to articulate why they no longer want the service.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
cancel
To end or stop a service, subscription, or membership officially. Use it when you want to discontinue something like a gym or magazine.
membership
The status of being a member of a club, gym, or service that you pay for. Common in contexts like 'gym membership' or 'library membership'.
schedule
A plan that shows the times for different activities, especially work or daily routines. For example, 'work schedule' means your job's timetable.
workouts
Sessions of physical exercise, like going to the gym or running. It's a common word for fitness activities.
tier
A level or grade in a system, often used for different prices or benefits in memberships, like 'basic tier' or 'premium tier'.
off-peak
Times when there is less activity or demand, like quiet hours at a gym, which are often cheaper or less crowded.
availability
The time when you are free or able to do something. Useful when explaining why you can't use a service, like due to travel.
practical
Something that is realistic or suitable for real-life use. Say 'not practical' when a situation doesn't work well for you anymore.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling to cancel my gym membership, please.
This is a polite way to start a cancellation call. It uses 'I'm calling to' for stating the purpose of the call, which is useful for phone conversations. The 'please' adds politeness.
Before I process your cancellation, could you tell me why you've decided to cancel?
This sentence asks for reasons politely using 'could you' for requests. 'Process' means to handle officially. Useful for customer service to understand and offer alternatives.
My work schedule has changed quite a bit, and I just don't have the time to come in anymore.
This explains a reason for canceling with 'has changed' (present perfect for recent changes) and 'quite a bit' for emphasis. 'Come in' means visit the place. Great for giving personal reasons.
Is there anything we could offer, like a different membership tier or off-peak hours access, that might make it work for you?
A helpful offer using 'could offer' for suggestions and 'might make it work' for possible solutions. 'Like' introduces examples. Use this in service roles to retain customers.
I appreciate the offer, but honestly, it's not about the tier or the hours.
This politely declines an offer with 'I appreciate' (shows thanks) and 'honestly' for sincerity. 'It's not about' clarifies the real issue. Useful for rejecting suggestions firmly but kindly.
So it's more about your availability due to travel.
This summarizes the reason using 'more about' to focus on the main point and 'due to' for cause (like 'because of'). 'Availability' refers to free time. Helps in confirming understanding.
It's just not practical for me to keep the membership at this point.
This concludes the reason with 'not practical' (unrealistic) and 'at this point' (right now). 'Just' softens the statement. Use it to end discussions when continuing isn't feasible.