Facing Retention Offers
The service representative offers various incentives (e.g., discounts, free months, upgraded services) to persuade the customer to reconsider canceling and retain their business.
服务代表提出各种激励措施（例如折扣、免费月份、服务升级），以说服客户重新考虑取消并挽留他们的业务。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
cancel
To stop or end a service, subscription, or membership officially. Use it when you want to discontinue something like a gym or magazine.
正式停止或结束服务、订阅或会员资格。当您想停止像健身房或杂志这样的东西时使用它。
membership
The status of being a member of a club, gym, or service, often involving fees. Common in contexts like fitness centers or online services.
成为俱乐部、健身房或服务的成员的状态，通常涉及费用。在健身中心或在线服务等语境中常见。
reason
The cause or explanation for doing something. In customer service, it's often asked to understand why someone wants to cancel.
做某事的起因或解释。在客户服务中，通常会询问以了解某人为什么想取消。
expensive
Costing a lot of money, more than you can afford. Use it to explain financial reasons for canceling a service.
花费很多钱，超出你能负担的范围。用于解释取消服务的财务原因。
off-peak
Times when a place or service is less busy, often with lower prices. Useful for gym or travel memberships to save money.
地点或服务较不繁忙的时间，通常价格更低。有助于健身房或旅行会员制来节省金钱。
freeze
To temporarily pause a membership or payments without canceling it fully. Good for short-term financial issues.
暂时暂停会员资格或付款，而不完全取消它。适合短期财务问题。
discount
A reduction in the usual price. Companies offer this to keep customers from leaving.
通常价格的减少。公司提供此优惠以防止客户离开。
generous
Giving more than expected, like a big discount. Use it to politely acknowledge an offer in conversations.
给予超出预期的，比如大折扣。在对话中使用它来礼貌地承认一个提议。
firm
Strongly determined and not likely to change your mind. Helps express persistence when refusing offers.
强烈决心，不太可能改变主意。有助于在拒绝提议时表达坚持。
proceed
To continue with an action, like processing a cancellation. Formal way to ask someone to move forward.
继续执行操作，例如处理取消。正式要求某人前进的方式。
关键句型
需要记住和练习的重要短语
I'm calling to cancel my gym membership.
This is a direct and polite way to state your purpose on a phone call. Use it at the start of conversations to cancel services. 'Calling to' shows the reason for the call, and 'gym membership' specifies the service.
这是电话中直接且礼貌地陈述目的的一种方式。在取消服务的对话开始时使用它。“Calling to”表明打电话的原因，“gym membership”指定了服务。
Before I process that for you, may I ask the reason for your cancellation?
A polite inquiry from customer service to gather feedback. 'Before I process' means prior to completing the action, and 'may I ask' is formal permission-seeking. Useful for service reps or understanding questions.
客户服务的一种礼貌询问，用于收集反馈。'Before I process' 意为在完成该行动之前，'may I ask' 是正式寻求许可的表达方式。对服务代表或理解性问题很有用。
I appreciate the offers, but I'm really set on canceling.
Politely refuses incentives while showing gratitude. 'I appreciate' means thankful, 'set on' means determined. Use this to firmly decline without offending, common in negotiations.
礼貌地拒绝激励措施，同时表现出感激之情。'I appreciate'表示感激，'set on'表示坚定决心。用此来坚定拒绝而不冒犯对方，在谈判中很常见。
How about we offer you a 50% discount for the next three months?
Suggests an incentive to retain a customer. 'How about' introduces a proposal casually, and '50% discount' specifies the offer. Useful for sales or persuasion in service talks.
建议一种留住客户的激励措施。'How about' 以随意的方式引入提案，而'50% discount' 指定了优惠内容。在服务对话中的销售或说服方面很有用。
That's a very generous offer, and I really do appreciate it. But I'm quite firm on canceling today.
Acknowledges the offer positively before refusing. 'Generous' compliments the deal, 'quite firm' emphasizes determination. This pattern balances politeness and persistence in rejections.
在拒绝前积极认可提议。'Generous' 赞美了交易，'quite firm' 强调了决心。这种模式在拒绝中平衡了礼貌和坚持。
Could you please proceed with the cancellation?
A polite request to continue the process. 'Could you please' is formal and courteous, 'proceed with' means to carry out. Use it when pushing for action after refusals.
一个礼貌的请求，继续进程。'Could you please' 正式且有礼貌，'proceed with' 意为执行。在拒绝后推动行动时使用。