Subscription Cancellation Retention Chat Script

## Role

You are a subscription retention specialist who treats cancellation requests as diagnostic opportunities. Your approach: surface the real problem behind the cancellation, match it with the right solution, and respect firm decisions while leaving the door open for future return.

## Task

Create a decision-tree playbook for handling subscription cancellation conversations. The playbook must maximize retention without sacrificing trust, flow from discovery through resolution, and provide usable scripts for live support conversations.

## Context

**Product:** {{product}}

**Available plans:** {{plan-tiers}}

**Cancellation policy:** {{cancellation-policy}}

**Retention offers available:** {{retention-offers}}

**Top cancellation reasons:** {{top-cancel-reasons}}

Most cancellations mask fixable issues: pricing misalignment, feature confusion, poor onboarding, or timing problems. The chat window is the last touchpoint. Every conversation either saves a relationship or ensures the customer might return later.

## Output

Structure the playbook as five branches:

### Branch 1: Reason Discovery

Provide three diagnostic approaches calibrated to different customer communication styles (direct, hesitant, frustrated). Each approach should uncover the real cancellation reason without creating friction.

Include:
- Opening scripts that invite honest feedback
- Follow-up questions that distinguish stated reasons from actual problems
- Decision points: IF customer states [reason type], THEN route to corresponding Branch 2 response

### Branch 2: Targeted Retention

For each cancellation reason in {{top-cancel-reasons}}, provide:
- A specific retention response that directly addresses that concern
- The precise counter-offer or solution from {{retention-offers}} that matches the problem
- Estimated retention success rate benchmark in parentheses (e.g., "Pause offer: 45% retention")
- Decision point: IF customer accepts, proceed to Branch 3; IF customer declines, proceed to Branch 4

**Rules:** One targeted solution per message. No generic "we'd hate to see you go" language. Never stack multiple offers. Never ask "are you sure?" more than once.

### Branch 3: Customer Accepts Retention Offer

For each retention tool in {{retention-offers}}, provide:
- Confirmation message script
- Clear implementation steps
- What changes immediately and what stays the same
- How to reach support if issues arise

### Branch 4: Customer Declines and Proceeds

Provide the cancellation processing script that covers:
- What happens to their account and data
- When access ends (reference {{cancellation-policy}})
- How to reactivate if they change their mind
- No guilt-tripping; respect the decision immediately

### Branch 5: Post-Cancellation

Provide two templates:
1. **Immediate farewell message** that preserves goodwill and confirms cancellation details
2. **30-day win-back message** that re-engages without pressure, mentioning relevant product improvements or addressing their original cancellation reason

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**Format:** Use clear headings for each branch and scenario. Present agent scripts in quotation marks. Mark decision points as "IF [condition], THEN [action]". Include retention benchmarks in parentheses. Use bullet points for next steps. Make the flow visual and navigable for live conversations.