How to handle cancellation requests (annual renewable services)

BACKGROUND: Angus Park (Services Manager) is the point of contact for all customers who wish to cancel their services (turn off auto-renew). Other members of staff should not attempt to handle this request themselves, and should instead follow the below instructions. Customer requests to cancel their service via email/ Kayako prior to renewal: • Forward this to Angus (using the relevant brand email) as soon as possible or assign the Kayako to Angus directly. • You should ensure that you are forwarding these queries to Angus as soon as possible so that we can resolve the quey within our SLA times. Customer requests to cancel their service via live chat prior to renewal: • Once you have passed the relevant security checks, advise the customer that you will pass their request to the relevant team who will then be in touch via telephone to discuss this and assist them. • Confirm an appropriate contact number and time and email address for Angus to reach out on and confirm the services that they are looking to end. • Find out the customers reason for cancelling the service where possible and explain that we are sorry to hear they are looking to end their service. • Send the details via email to Angus (use the relevant brand email) and Angus will then reach out as soon as possible. • If a customer would prefer you can of course provide them with the relevant contact number for the cancellations line (see end of document) and they can contact us when they are ready to do so. Customer requests to cancel their service via telephone prior to renewal: • Once you have passed the relevant security checks, advise the customer that you will be transferring them to the relevant team who will be able to assist them with their query. You can then transfer the call directly to Angus’ extension number (ex. 8184) and he will then take the call from you. • Should Angus be unavailable or engaged, you should arrange a call back at a time that suits them and then email the details to Angus (via the appropriate brand email address) who will then reach out. • Please ensure that you are confirming up to date contact information (Email and telephone number) so that Angus can reach the customer. • If a customer would prefer you can of course provide them with the relevant contact number for the cancellations line (see end of document) and they can contact us when they are ready to do so. Customer contacts us requesting an extension to pay their renewal fees: • You should contact Angus, or a member of the Critical List/Retention team, with this request to see if we can accommodate their request. • Under no circumstances should you confirm or arrange this request with the customer without speak to a member of the Critical List/Retention team prior. N.B. Under no circumstances should you attempt to cancel or remove any services from a customer’s account unless you have been given prior authorisation to do so as these queries are to be passed to Angus. Should a service fail to renew, and we have no record of any prior cancellation request, or if the service in question is still being used, the Critical List team will attempt to retake the renewal fee. Cancellations Contact Numbers Rapid Formations – 0208 036 5036 (9:00 am to 5:30 pm), Also listed online, ‘Contact us’ section 1st Formations – 0208 036 5037 (9:00 am to 5:30 pm), Also listed online, ‘Contact us’ section Quality Company Formations – 0208 036 5039 (9:00 am to 5:30 pm), Also listed online, ‘Contact us’ section Angus Extension Number – ex. 8184 Retention Ring Group Number – 0203 667 6782 (ext. 7109) – Keziah, Angus