Across
- 2. A quality competency based on personalisation, empathy and TOV
- 6. Who's at the heart of everything we do
- 7. The appropriate time taken for each query depending on the topic & resolution
- 8. A way to support the business, help with queue volumes & earn extra monies
- 10. Information needed to help the customer
Down
- 1. How we get customers feedback from emails & livechats
- 3. What we should always do to recognise the customer has experienced an issue
- 4. Pre-shift brief
- 5. A tab to see other incidents which may include more information and help to answer the incident you have
- 9. A pre-written response to edit and send to the customer