Card QA Crossword Puzzle 1/18

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Across
  1. 1. To get a 100 QA score, your call must be a _____ call.
  2. 3. Mmm…hmmm is ____ considered an appropriate acknowledgement.
  3. 4. We should ______ suggest that a customer makes a post-dated payment to avoid an ACH fee.
  4. 5. _________ Kohls will help you receive a 100 in Courteous.
  5. 7. When using the information on file we MUST verify ____ the name of the bank and the last 4 of the account number.
  6. 8. When receiving information, you should always say _____ ____.
  7. 10. Always handle calls using a friendly _____.
  8. 11. When waiving a late fee you MUST offer 2 _________ payments.
  9. 15. When asking for information, you should always say _______.
  10. 16. Two-way conversations must be _________ to the topic at hand.
  11. 17. When engaging the customer you must have a ____ _____ conversation.
Down
  1. 2. When waiving an ACH fee you must _______ the reason.
  2. 3. We must be very careful to not use phrases that put KOHLS in a ________ light.
  3. 4. When a customer reports a lost or stolen card you MUST close every card except for the card ending in ______ _______.
  4. 6. You should _____ on every call.
  5. 9. A ____ ____ can be waived if the customer qualifies, even if they have not yet made a payment.
  6. 11. You should ___________ all statements made by the customer.
  7. 12. The ______ script must be read verbatim.
  8. 13. __________ when appropriate and show sincerity during apologies.
  9. 14. When discussing the ACH convenience fee, we must ALWAYS discuss a _________.