Call Quality

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Across
  1. 1. ______ acronyms/terminology should be avoided unless accompanied by an explanation of the team.
  2. 2. When an ______ option is available the member should be informed of the option by involving them in a discussion.
  3. 5. The MSR is expected to be ____ when relaying information to Members.
  4. 7. Demonstrate ____ listening and acknowledgment.
Down
  1. 1. Accurately _______ the need to be addressed prior to making any attempts at resolution.
  2. 3. Throughout the call. Member's name should be used a minimum of ___ times.
  3. 4. Gave ______ and accurate information.
  4. 5. Used a ________ and effective tone throughout the call.
  5. 6. At the end of _______ call the MSR should thank the Member for calling and brand the company.
  6. 7. The MSR is expected to _______ the pace of the call to accommodate the member.