Across
- 2. Expression of dissatisfaction
- 3. Understanding a customer’s feelings
- 5. Solving a customer’s issue
- 9. Exchange of information
- 10. Customers choosing our bank
- 11. Meeting customer expectations
Down
- 1. Staying calm in difficult situations
- 4. Courteous and appropriate conduct
- 6. Treating customers with dignity
- 7. Acknowledging a mistake
- 8. Understanding customer needs
- 12. Confidence customers have in the bank