Across
- 5. TELUS/CE will differentiate itself in the consumer market by _________ at creating customer intimacy and making it easy to do business with us.
- 7. A service 2.0 agent has ________ responsibility for customer outcomes.
- 8. Service 2.0 Objectives:Increase L2R by providing a __________ client experience and decreasing customer effort, while reducing the cost structure to support our clients
- 9. Service 2.0 Description:Transform our service model to focus on _________outcomes rather than individual transactions.
- 11. Service 2.0 agents are given select cases to work on. Where do they find them?
- 13. Where can you find Barrie service 2.0 agent Schedules?
- 14. Service 2.0 is waiting for ____ to join the team!
Down
- 1. Carley Brandon is working on developing the PPO's for service 2.0, what else is she working on?
- 2. TELUS Vision:We will differentiate ourselves in the Consumer market by excelling at _______ customer intimacy and making it easy to do business with us.
- 3. In April of 2015 our _________ language team members came on board.
- 4. Agents who support Service 2.0 can receive support from DNA through ______.
- 6. When making a courtesy call in Service 2.0 what memo code do you use in SD if the call has been completed?
- 10. What "wave" will be approaching Barrie later this year?
- 12. Customers are given a choice on how to communicate with us in ways that meet their needs. For example, if an agent is away, the customer will have the choice to wait for them, communicate through ________, leave a voice mail or be supported by your extended team of 200 people.