Originally Posted by
FlyingNone
When I worked in reservations if someone called to cancel, the next question by the agent would be something like "can we help you with anything else, do you need to make another reservation?".
Asking if there's something else you can help with is not the same as trying to convince the customer not to cancel. The OP was stating that he was surprised the ICC didn't try that. To me, to do that would make them no different from the credit cards' incredibly annoying "retention agents".