Central Florida's Knowledge Center
Don't Service Area
Villages
32102
Daytona
32105
Daytona
32110
Updated: 11/26/2025 2:31 pm EST
Membership Requests
Customer contacts CSR department to request to cancel and/or refund their membership
Step 1. Determine WHY the customer wants to cancel
Example:
"I’m sorry to hear you’d like to cancel. Can I ask what led you to make that decision?"
Capturing this information and including it in your task will be extremely valuable. As an organization, we report out on these reasons and use them to create actions that not only help retain memberships but also make it easier for you to sell new ones. This is all part of being a customer-centric mindset in our Call Center.
Important note:
A customer saying they “forgot” about auto-renewal is NOT a reason. There’s usually something deeper influencing their decision. So even if they say they forgot or didn’t want to auto-renew, follow up with:
"Can I ask what led you to choose not to renew?"
** Finally, always add:
"Thank you for sharing. We pass this information along to our Membership Team so we can continue to grow the value of being part of the Frank Gay Family."
Step 2.
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The CSR is responsible for researching the location account.
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Begin by checking the Jobs Section to confirm whether the customer has used their maintenance visits within the current year.
CSR Empowerment Opportunity:
Attempt to save the membership by encouraging the customer to book any remaining maintenance visits.
Step 3.
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If Maintenances Have Been Used, gather the reason for their cancellation and/or refund request. Once you’ve collected this information, proceed with the following rebuttal:
Script:
"It looks like you’ve used some or maybe all of your benefits for this year.
That’s okay, we can still send in your membership request.
I’d really like to help you use any benefits you have left and try to save your membership."
Step 4 .
If customer says no after using Rebuttal, proceed with the mandatory script below and then send the membership cancellation request via email.
MANDATORY SCRIPT BELOW – MUST BE READ BEFORE SENDING ENTERING TASK*:
"I’ll submit your cancellation and refund request for the Maintenance Plan to be reviewed.
This isn’t a guarantee, but if it meets the plan’s guidelines, you’ll get an email confirmation."
All Membership Requests must be Tasked to:
Membership Team
Important Notes
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This task must follow the required entries as shown below.
Task Entry Requirements
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Task Name: Must be follow the Membership Request Submission Template as shown below
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Business Unit: Select Not Applicable
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Task Type: Select Membership Team
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Task Source: Select Membership Team
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Assigned To: Select Membership Team
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Description: Must be follow the Membership Request Submission Template as shown below
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All remaining fields must continue to follow the Task Management Process
Membership Request Submission Template
When submitting a membership request, please copy and paste the following format into the Description of the task. CSR Must edit the template to each specific scenario:
Task Name: IHS or FGS Membership Request – [Request Type]
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Request Type: Cancel / Refund / Both / Other
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If Canceling, WHY? (mandatory to provide and explain):
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If requesting a refund, WHY? (mandatory to provide and explain):
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Provide specific explanation of the customer's request and/or special circumstance (mandatory to provide and explain):
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How was the request received? (Phone / Text / Email / Chat)
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Verify/gather Email:
After submitting a membership request, CSR must advise the Processing Timeline Script below*:
"You're request has been submitted. Our membership department will review the request to determine if a refund will be approved. Again, the refund is not guarantee. Once reviewed and if a refund is issued, please note that it may take approximately 5 to 10 business days for the refund to be processed, depending on your bank’s policies and processing times. We appreciate your understanding during this period."
Log your task membership request
After submitting a membership request, CSR will leave a note in the membership page of what you completed for the customer. That way the next agent that received the customer - will have an understanding of what we've already done for them.
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Cancellation Request
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Any sort of modification towards the membership account
Step 1: Select Membership link on the Customer Account Profile
If customer has an additional equipment, do not leave your note there. Make sure it's on HCMP - New Member or HCMP - Complementary page
Step 2: Select Log a follow-up button to leave your note
Processing Timeline
Step 1: Customer Communication
If a customer is following up on a membership request that appears delayed, please use the following script as a guideline:
“Thank you so much for your patience. I’ve confirmed that your request is in our system. It is taking a little longer than expected.”
If a refund is involved, you may also say:
“Please note that once your request has been reviewed, and if a refund is processed, it may take 5 to 10 business days to reflect in your account, depending on your bank or financial institution. You will also receive an email from the Membership Department confirming that your request has been completed.”
If needed, you can offer additional reassurance and consult a Team Lead:
“Let me partner with a member of our leadership team to see if we’re able to escalate your concern and get this resolved sooner.”
Step 2: Documenting Membership Follow-Ups
When a customer follows up on a membership request, please follow the documentation process below:
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If a task was previously created and is still open, the CSR may create a subtask under the existing task to document the follow-up.
Please do not enter a DUPLICATE task
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If no task is found on the customer's profile, enter a task.
Step 3: Escalation Procedure
If a membership request is older than 5 days, follow the steps below:
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Immediately notify a Team Lead with the job or account link and a brief summary of the situation.
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The Team Lead will review the request with the CSR to determine if it qualifies for same-day resolution.
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If appropriate, the Team Lead will partner directly with an associate within the membership team or involved department; examples, Trade, CES or Admin, to confirm whether the refund and/or cancellation can be approved and processed immediately.
DISCLAIMER: Please do NOT send any email to CFLmemberships@frankgayservices.com for FGS and IHS membership requests. All requests must go through the designated task of Membership Team.
*Please note: Failure to follow the above guidelines may result in coaching and, if necessary, further disciplinary action in accordance with company policy.
Process Procedure created by: RPimentel and VHummel