Training Review

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Across
  1. 2. Managing your reactions to stay calm and effective
  2. 4. Making changes that help prevent issues and enhance quality
  3. 6. Consistently going beyond expectations with quality and care
  4. 7. The overall journey a customer has with us
  5. 9. Built through reliability, consistency, and follow-through
  6. 11. Refocusing after a challenge to move forward positively
  7. 14. Your coworkers. The people you support everyday.
  8. 17. Being aware of what’s happening in the moment
  9. 18. Providing timely and helpful replies or actions
  10. 19. Taking responsibility and seeing things through to completion
  11. 20. The processes and tools that guide how we work
  12. 21. Taking a moment to think before responding
Down
  1. 1. What we move away from when focusing on solutions and learning
  2. 3. Sharing information clearly, timely, and thoughtfully
  3. 5. The underlying reason behind actions and behaviors
  4. 7. Natural reactions that we recognize and manage in ourselves and others
  5. 8. An interaction where we support or assist a customer
  6. 10. Communicating openly and honestly, even in challenging situations
  7. 12. Creating interactions that feel attentive and personal
  8. 13. Collaborating to achieve better results together
  9. 15. Resolving the issue in a clear and meaningful way
  10. 16. Making processes simple and smooth for the customer