Retention Introduction

Who is our Retention Manager?

How many US Leads does Retention have?

Name the 2 ECE Retention Leads

Which team is responsible for retaining Resident customers throughout the entire customer lifecycle. We work to build a trusting relationship with our customers by understanding their needs and offering alternative solutions?

Which of the following is one of the ways Retention team supports each other?

• Working together

• Inclusivity

• Momentum

• Core Values

Which of the following are the benefits of being part of the Retention team? Select all that apply.

• Improving the customer’s experience/day

• Being the superhero that saves the day by turning a possible positive experience into a negative one.

• Customer love only internal and not external customers

• Positive Work Culture/Team Engagement

• Incentives and Praises

Where do you login to clock in?

• FIVE9

• Admin

• Slack

• Zoho

What is the channel in Slack where we post if we need assistance and return approvals?

• #retentionteam

• #retentioncrew

• #retentionscrew

• #retention

Which of the following is one of the key performance expectations we set in Retentions?

• Attention to detail to have more margins of error in order details and pricing

• Customer resolution and satisfaction in every interaction

• Completing follow-ups and notating orders in Admin concisely and in real-time

• Being not mindful of response times via emails and hold times on calls

If you are in a meeting, which of the following is important that you need to do?

• Be camera-shy, and keep your camera on (unless you’re stepping away).

• Stay unmuted when you’re not sharing.

• Join from your workspace or in bed.

• Stay focused and engaged!