Cross-Brand Quality Training

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Across
  1. 7. This is what we call the email you send your client on a call to connect you to them for follow up.
  2. 8. This is the tool we use to ensure correct spelling and punctuation.
  3. 9. Every call should end in "Is there anything else I can assist with?" True or False?
  4. 10. Show your customer you ___ to build trust and a rapport.
  5. 11. ____ when you dial!
  6. 12. This is the acronym for Service Level Agreement - which is the agreement with our clients that we will respond to them within 24 business hours.
  7. 13. This is our Quality Lead who audits calls and emails weekly.
Down
  1. 1. Any time a customer calls or writes in about an issue with their purchase, we ALWAYS ______ for the inconvenience.
  2. 2. We lead with a customer-____ mindset in all of our customer interactions.
  3. 3. These are what we use when we craft an email to a customer to ensure we hit all quality points.
  4. 4. Use this vocal technique on calls to show enthusiasm and engagement.
  5. 5. We always ask before we put a customer on hold and then thank them for holding. True or False?
  6. 6. It's ok to just let the customer look for their order number. True or False?