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.
一位保留专家联系服务合同即将到期或表现出参与度下降迹象的客户，旨在了解他们的担忧并提供激励或解决方案以防止客户流失。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
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.
这个副词的意思是提前采取行动，以防止问题发生或改善情况。在客户服务中，它用于在问题出现前联系某人，例如续签合同。
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.
这个名词指的是延长或重新启动合同或协议的过程。它在商业中常见，用于电话或互联网计划等服务。
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.
这个形容词描述一种非常忙碌、匆忙或充满活动的情况。它常用于解释某人为什么没有时间做某事。
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.
在此上下文中，这个动词的意思是欣赏或认为某事重要。'We value your business' 显示了对客户与公司关系的尊重。
concerns
This noun (plural) means worries or issues about something. In service talks, asking about concerns helps identify problems to solve.
这个名词（复数）表示对某事的担心或问题。在服务对话中，询问担忧有助于识别并解决潜在问题。
fluctuations
This noun refers to changes or ups and downs in something, like speed or price. It's useful for describing inconsistent service quality.
这个名词指的是某事物的变化或起伏，比如速度或价格。它用于描述不一致的服务质量。
upgrades
This noun means improvements or updates to a service or product. In telecom, it often involves better speed or features for a fee.
此名词意为服务或产品的改进或更新。在电信中，它通常涉及以费用换取更好的速度或功能。
loyalty
This noun means faithfulness or continued support to a company. 'Loyalty discount' rewards long-term customers with lower prices.
这个名词意为对公司的忠诚或持续支持。「忠诚折扣」以更低的价格奖励长期客户。
incentives
This noun (plural) means rewards or benefits offered to encourage action, like discounts to keep a customer. It's key in retention strategies.
这个名词（复数）意为为了鼓励行动而提供的奖励或福利，如为了留住客户而提供的折扣。它在留存策略中至关重要。
关键句型
需要记住和练习的重要短语
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.
这句话礼貌地引入通话目的，使用 'noticed' 表示观察，以及 'proactively reach out' 表示主动。它适用于启动关于即将变更的商务通话；注意未来时态 'is coming up' 用于即将发生的事件。
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.
这显示了使用 'value' 和条件式 'we'd love to ensure' 的感激和承诺。这是客户服务中建立关系的关键短语；'continue to have' 强调了持续的支持。
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.
这是一个开放式问题，用于收集反馈，使用 'concerns' 和 'considering' 的现在完成进行时来捕捉最近的想法。有助于处理投诉；它邀请提供细节而不假设存在问题。
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.
这以“bringing to my attention”礼貌地承认了问题，并使用现在完成时“you've been experiencing”来道歉。在处理投诉时，展示同理心和责任感至关重要。
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.
这展示了一种使用“offer”和关系从句“which should improve”的解决方案。情态动词“should”暗示预期的好处；在销售或留存对话中提出激励措施时很有用。
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.
这使用“would be”条件性地解释了假设优惠的益处，比较了“lower than your current one”。这对于讨论定价很实用；“actually”强调了惊喜。
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”是针对感谢的礼貌回应，意思是“不客气”。该优惠使用“I can send”表示即时行动；通过提供后续信息来结束对话很有用。
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.
这以积极的方式结束通话，使用“feel free to”表示许可和“if”从句表示条件。这是服务电话中的标准礼貌结束语，鼓励进一步联系的同时表达感谢。