Introduction
Hi, is this [Customer Name]? My name is [Rep Name] and I'm calling from [ISP]. I noticed you had previously signed up for our fiber internet service but ended up canceling before installation. I just wanted to see if you'd be open to sharing what made you decide not to move forward.
Let Them Talk
(Do not interrupt.) Common responses:
Went with another providerMovedInstallation timing didn't workPrice concernsDidn't trust switchingNever heard backSpouse changed their mindNeeded TV serviceWasn't ready
Discovery Questions
That makes sense. Out of curiosity, who did you end up going with?
How has the service been so far?
If you could change one thing about your current internet provider, what would it be?
Is internet reliability, speed, or price the biggest factor for your household?
Rebuild Interest
If they mention reliability issues
That's actually one of the biggest reasons customers switch to us. Fiber is a dedicated connection directly to your home, so it typically performs much more consistently than traditional cable internet.
If they mention price
I completely understand. Sometimes when people compare providers they're looking at the monthly rate, but not always the equipment fees, data limits, or future price increases. Have your monthly charges stayed where you expected them to be?
If they mention slow speeds
What speeds are you currently subscribed to?
(Allow response.)
One of the advantages of fiber is that upload and download speeds are symmetrical, which helps with streaming, gaming, video calls, security cameras, and working from home.
Soft Close
Based on what you've told me, it sounds like it might be worth taking another look at what we can offer. If pricing and installation worked for you, would you be open to revisiting service with [ISP]?
If they show interestGreat. Let me verify your address and see what promotions and installation options are currently available.
If they are unsureNo problem at all. Would it be alright if I sent you some information and checked back in a few weeks if anything changes with your current provider?
If they are not interestedI understand. Before I let you go, is there anything [ISP] could have done differently that would have changed your decision?
(Record response.)
Thank you for your time. If your needs change in the future, we'd love the opportunity to earn your business.
Quick 30-Second Version
Hi, this is [Rep] with [ISP]. I noticed you had previously signed up for service but canceled before installation. I was just curious what ultimately led to that decision and whether you're happy with the internet provider you're using today.
(Discovery)
Has your current service been meeting your expectations?
(If pain point found)
That's actually something we help a lot of customers solve. If the pricing and installation made sense, would you be open to taking another look at fiber service?
