OWN THE MOMENT

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Across
  1. 2. A (BLANK) form should be sent when all of a customer's concerns were not addressed or maintenance was not completed
  2. 4. When completing a FYI or Urgent form, bankers should avoid using (BLANK) statements, all CAPS, underlines, or highlighting
  3. 5. A (BLANK) form should be sent when a customer sends a detailed email thanking a banker for his or her service
  4. 6. The Own the Moment forms are located where
  5. 8. Thank You and WOW forms are used to send praise and (BLANK) for a job well done
  6. 9. There are 4 types of Own the Moment forms: Thank You, WOW, FYI, and (BLANK)
Down
  1. 1. When completing a FYI or Urgent form, bankers should use the same courtesy and (BLANK) they would when answering a customer's email
  2. 3. Bankers should complete an Urgent form when they discover an error related to a (BLANK) or bank policy
  3. 6. FYI and Urgent forms are used when service guidelines and (BLANK) were not met
  4. 7. A (BLANK) form can be sent to acknowledge a peer for quality work on a previous response which exceeds service expectations