If the client sends in a ticket requesting cancellation, please call the client and leave a voicemail if the client doesn't answer.
Email to be sent out after voicemail:
I'm sorry to hear that you're considering canceling your service with us. We appreciate your feedback and would like to understand more about your decision to cancel. Is there anything specific that you're unhappy with or any issues that we can help resolve?
Please let me know, thank you.
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