ICSS Unit 4

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Across
  1. 2. A call will be escalated if the rep is unable to _____ the issue.
  2. 4. Before using headset, ensure the volume of control is at its _____.
  3. 8. customer lifecycle stage when you first make contact with potential customer
  4. 9. The aim of front end marketing and sales closure is to generate a _____ customer.
  5. 11. The aim of this stage is to turn prospects into customers.
  6. 12. identifying stages of cart __________ is a part of mapping customer journey
  7. 13. The stage when your leads turn into paying customers.
Down
  1. 1. If all troubleshooting steps of using headsets are unsuccessful, connect to a different ______.
  2. 3. The back end marketing refers to the marketing organisations do for their _____ customers.
  3. 5. One of the tips for building an omni-channel journey is to use the right _____.
  4. 6. One of the reasons for call escalation is that the customer wants to speak with someone _____ in the company.
  5. 7. One of the troubleshooting tips when using the headset is to check that it is plugged in the correct _______
  6. 10. To make sure the headset mic is not muted, check the volume and _____.
  7. 11. the last stage of the customer lifecycle