ALG During Travel

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Across
  1. 3. I will earn a ___ on a QA wuere I am excessively rude or use profanity.
  2. 7. We must leave complete ___ on every booking by including the name of the caller, any pricing we quote and every action we took.
  3. 8. We must quote all codeshare flights to earn points under ALG ___.
  4. 11. When answering a call, we want to identify our department as ___ Travel.
  5. 12. A soft recap includes ___ pieces of information from the booking.
  6. 13. What must we use at least one throughout the call to earn points in Professional Demeanor?
Down
  1. 1. Advising the caller what to expect next will be sure we are setting proper ___ with the caller.
  2. 2. We want to ___ resolution in the closing to ensure the caller is satisfied with the outcome.
  3. 4. We want to avoid transferring a caller unnecessarily to ensure one call ___.
  4. 5. When placing a caller on hold, we must provide them with a ___ for the hold.
  5. 6. We can keep a caller on hold for no longer than ___ minutes.
  6. 9. If a caller is reporting an issue, we always want to provide them with a ___ statement before diving into the issue.
  7. 10. Acting promptly and without delay ensures our calls are completed with ___.