Customer Retention
The effort to keep a customer from canceling service.
What is Retention?
Demonstrating understanding of a customer's frustration or concerns.
What is Empathy?
A concern or reason the customer gives for canceling or refusing a recommendation.
What is an Objection?
A residential property containing multiple living units such as apartments or condos.
What is an MDU (Multi-Dwelling Unit)?
Automatic bill payment using a stored payment method
What is Auto Pay?
A successful retention interaction that prevents a customer from canceling service.
What is a Save?
Building trust and a positive relationship with the customer.
What is Rapport?
A response that addresses a customer's concern and reinforces the value of staying.
What is a Rebuttal?
The customer who lives at the property and uses the internet service.
What is a Resident?
A monetary reduction applied to an account.
What is a Credit?
The loss of customers due to cancellations, moves, dissatisfaction, or switching providers.
What is Churn?
Questions used to understand a customer's needs and concerns.
What are Discovery Questions?
The underlying issue driving a customer's dissatisfaction.
What is the Root Concern?
Internet service provided to all residents through an agreement with property ownership.
What is Bulk Internet?
A temporary offer that reduces pricing or provides additional services.
What is a Promotion?
The percentage of cancellation requests converted into retained customers.
What is Save Rate?
Techniques used to calm an upset customer and refocus on a solution.
What is De-escalation?
An approved incentive designed to prevent customer churn.
What is a Retention Offer?
The individual responsible for managing the apartment community.
Who is the Property Manager?
Moving a customer to a higher-speed or higher-value service package
What is an Upgrade?
A customer showing signs they may cancel service.
What is an At-Risk Customer?
Supporting customer needs while working toward a business solution.
What is Customer Advocacy?
Highlighting benefits the customer receives by keeping service.
What is Value Reinforcement?
A feature or service that enhances the resident experience.
What is an Amenity?
The recurring period for which customers are charged.
What is a Billing Cycle?