Brightspeed Crosswords

3. Type of questions used to understand a customer's needs and/or the root cause for their decision to cancel.
5. A concern or reason the customer gives for canceling or refusing a recommendation.
6. A response that addresses a customer's concern and reinforces the value of staying with the service.
7. A customer is considered this when showing signs they may cancel service.
10. An offer made by another company to an existing Brightspeed client.
11. Building trust and a positive relationship with the customer.
12. The percentage of cancellation requests converted into retained customers.
13. The customer who lives at the property and uses the internet service.
15. A temporary offer that reduces pricing or provides additional services.
16. A successful retention interaction that prevents a customer from canceling service.

1. A customer's overall perception of the company based on every interaction.
2. The effort to keep a customer from canceling service.
4. Internet service provided to all residents through an agreement with property ownership.
8. The loss of customers due to cancellations, moves, dissatisfaction, or switching providers.
9. An approved incentive designed to prevent customer churn.
14. Demonstrating understanding of a customer's frustration or concerns.