This Word document provides interview questions for Customer Retention Specialists, who focus on keeping customers engaged and reducing churn. Their responsibilities include analyzing customer feedback, implementing retention strategies, and ensuring customer satisfaction. Questions include behavioral (e.g., improving customer retention through specific strategies), competency-based (e.g., using key performance indicators like Net Promoter Score and churn rate), and situational (e.g., handling customer dissatisfaction). These questions evaluate analytical thinking, conflict resolution, and customer service skills.
