Know your IOF?

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Across
  1. 2. not sympathy, but we will show ____ towards our client
  2. 5. making sure that we notate all accounts
  3. 8. for security of your account... The reason why before doing something
  4. 10. Probing. What agents will ask to find a solution.
  5. 11. Thank you for calling Telus! Have a great day!
  6. 13. no slang words, follow hold protocols
  7. 16. Verified BAN and calling from about matched
  8. 17. Actions that will need to be done by customer or agent after initial call
Down
  1. 1. Sales Transition, avoid the risk of churn
  2. 3. Show ownership
  3. 4. going above and beyond
  4. 6. Email verification, process order correctly, notes in Order Entry
  5. 7. interaction will not generate unnecessary callback
  6. 9. Dead air,paraphrasing
  7. 12. promoting Telus.com, make payments on the IVR, check your balance
  8. 14. summary of accepted or not accepted offer
  9. 15. Extending yourself, summary of completed actions