Top Ten Set 3

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Across
  1. 3. Edge Console, Spirit, Catch, Avaya
  2. 5. processes to follow and ensure we are speaking to the correct people/caller
  3. 7. a conversation skill that puts the customer first and foremost
  4. 8. kind of a short term loan with fees when customers overdraw accounts
  5. 9. the best place to look for an answer to unfamiliar calls/service requests
  6. 10. our only way to help a customer get returns of their fees under curtesy from the bank
Down
  1. 1. customers using money from their own accounts to keep from getting OD fees
  2. 2. one of our easier and stronger KYC items
  3. 4. an effective way to narrow down the scope of a call so we can help customers with their true needs
  4. 6. conversation guide for all customer interactions