E4 Collections Training Day 1 Review

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Across
  1. 6. / Customer data that we need to review at the start of the call
  2. 7. / Part of the 4PP. Involve paraphrasing and showing empathy
  3. 8. / Determining the service responsibility
  4. 10. / Tools used to discover details and understand goals and issues
  5. 11. / type of questioning that moves from detailed to specific or vice versa
Down
  1. 1. / One of the behaviors we need to have to be effective E4 support personnel
  2. 2. / An excuse
  3. 3. / A reason used to justify non-adherence to a process/policy
  4. 4. / Number of days requested as valid extension
  5. 5. / has No Service Restoral without payment as a step in the process flow
  6. 9. / type of listening required to understand the customer's concern