Japan customer service anecdote, with the retention department of an insurance company: “May I ask what caused you to think of canceling?” “We had a child.” “Congratulations!” “So we thought of increasing our coverage.” “A wise decision sir.” “And I found a new policy through X”
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But if you call in with your policy number in hand and manage to exactly quote the name of the financial instrument they are perfectly willing to bucket you as Sensible Professional Whose Decisions We Enthusiastically Support.
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I won’t lie, I had “I’m moving to America do you legally couldn’t sell me a policy too bad so sad let’s cancel” at the ready because I thought I was going to need it, but happy I didn’t.
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Having worked in a call center, they probably have a literal flow chart for retention calls with "customer says they already have a new policy" being an exit node.
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It's fine to try and retain accounts, but if the customer has already finished shopping for and paid for a replacement, it's probably a safer bet to leave a good impression & hope they switch back in the future or refer others.
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