Soft Skills

12345678910111213
Across
  1. 1. the amount of minutes you can leave a member on hold before needing to go back and check on them
  2. 2. The acronym used to help vulnerable customers, also a US state
  3. 5. The type of response you should not give to a member's query
  4. 9. The start of every call
  5. 10. The principles used to mark your calls
  6. 12. What you should be checking to make you sure get the right outcome
  7. 13. The end of every call and your chance to leave a good impression
Down
  1. 1. The amount of times you need to use a member's name per call
  2. 2. The type of response you should give to a member's query
  3. 3. What you should do when there is a lull in the conversation
  4. 4. The thing that makes member's believe you know what you are doing
  5. 6. How you react when something good/bad has happened to the member
  6. 7. What you should be at all times
  7. 8. Telling the member what you are doing at every step of the way
  8. 11. What you should not blame by saying "sorry my ______ are being slow"