Complaints Handling - Internal Process

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Across
  1. 1. The gathering of evidences from all concerned parties
  2. 3. When a complaint is in favor of the customer
  3. 7. the final reply that the complaint's owner send to the customer who complained
  4. 9. internal platform to log a complaint
  5. 10. The complaint is in favor of the Bank
  6. 11. A quarterly reporting for complaints is being submitted to them
Down
  1. 2. Let the customer know you receive his/her complaint
  2. 4. Another word for complaint
  3. 5. A response that is sent to customers to inform them that we are still investigating their matter
  4. 6. The process to ensure that customer is always informed of the progress
  5. 8. the feeling shared by the customer when he/she complains