SMADS AMAZING RACE Task #3

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Across
  1. 5. Understanding our Members situation
  2. 6. Who our Members see as Kaiser Permanente
  3. 8. Keeping the Members we have
  4. 10. What we provide our Members with
  5. 11. What we strive to create with our Members
  6. 13. Shows that we are listening
Down
  1. 1. The Customer Service we Provide
  2. 2. A key element of handling escalated calls
  3. 3. Offering options and explaining solutions with our Members
  4. 4. Our main purpose with our Members
  5. 7. How we should act at all time with our Members
  6. 9. The attitude we must maintain with our Member
  7. 11. Help to make the days go by
  8. 12. How we deal with our Members