Team Shabazz QA Crossword Puzzle

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Across
  1. 2. Always handle calls using a friendly tone.
  2. 3. When engaging the customer you must have a ____ _____ conversation.
  3. 7. Two-way conversations must be _________ to the topic at hand.
  4. 8. When waiving an ACH fee you must _______ the reason.
  5. 10. To get 100 score, your call must be a _____ call.
  6. 12. When waiving a late fee you MUST offer 2 _________ payments.
  7. 14. We must be very careful to not use phrases that put KOHLS in a ________ light.
  8. 15. When receiving information, you should always say _____ ____.
  9. 17. When asking for information, you should always say _______.
  10. 19. _________ Kohls will help you receive a 100 in Courteous.
  11. 20. __________ when appropriate and show sincerity during apologies.
Down
  1. 1. We should ______ suggest that a customer makes a post-dated payment to avoid an ACH fee.
  2. 4. You should acknowledge all statements made by the customer.
  3. 5. You should focus on every call.
  4. 6. When discussing the ACH convenience fee, we must ALWAYS discuss a _________.
  5. 9. When using the information on file we MUST verify ____ the name of the bank and the last 4 of the account number.
  6. 11. A ____ ____ can be waived if the customer qualifies, even if they have not yet made a payment.
  7. 13. When a customer reports a lost or stolen card you MUST close every card except for the card ending in ______ _______.
  8. 16. Mmm…hmmm is ____ considered an appropriate acknowledgement.
  9. 18. The ______ script must be read verbatim.