OTA W1

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Across
  1. 4. Abbreviation for: Online Automotive Support Information System
  2. 5. Here, you want to ensure you have all accurate and up to date information on the customer, this will effect your QA, and is also a security measure.
  3. 7. This is the step in the process to create a positive first impression, and say, "Hello" to your customer.
  4. 8. One of the Three A's - When you Relate your emotions with theirs
  5. 9. One of the Three A's - When you identify their situation
Down
  1. 1. During this stage, we will not only provide a resolution to the customer, but we will also provide value-added service and education. ( _ = Space )
  2. 2. At this phase, you should be providing acknowledgement, empathy, and assurance to your customer.
  3. 3. One of the Three A's - When you affirm with the customer you will be addressing their concern
  4. 6. During this phase, you should be asking probing questions.
  5. 10. Abbreviation for: Customer Relationship Manager