Hi Adrien! My retention rate is not the best but I just try to explain to customer all the benefits that are included in the membership. I especially point out the ProReward benefits and all that it entails. Alot of the customer don't even realize they have those benefits available to them. Plus they are at no additional cost, it's all included in their membership. One thing I do when I'm working myscore is to keep their website open in another window. That way you can go to the site while you're on the phone with the cust and let them know about the ProReward benefits they're getting. I'm on esc also, when they first invited me to go to ESC at that time I didn't even have one retention yet. Lol! But I've gotten good feedback from them about my customer svc skills so that's why they invited me to esc.
