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Across
  1. 4. This part of the iFlow ensures we make our customers feel warm and open of calling DCFP.
  2. 7. The only boss who pays everyone's salary and who decides whether a business is going to succeed or fail.
  3. 8. It refers to the experience that impacts customer's loyalty and retention.
  4. 9. It refers to the effectiveness of the experiences we provide to our customers.
  5. 10. It refers to the customer's every banking touchpoint from start to finish.
Down
  1. 1. It refers to the feelings and thoughts that the customer associate with every DCFP interaction.
  2. 2. This part of the iFlow determines the reason of the call and resolves it.
  3. 3. It is structured accordingly with our LMOS SWI making every call glow.
  4. 5. this part of the iFlow aims FCR by doing a recap and showing our empathy again to the customer.
  5. 6. It is the ability to step into the shoes of another person, aiming to understand their feelings and perspectives, and to use that understanding to guide our actions.
  6. 9. It refers to an experience that go beyond the transaction and touch our customers on an emotional level.