Across
- 2. — Expression of dissatisfaction
- 3. — Understanding a customer’s feelings
- 5. — Solving a customer’s issue
- 9. — Clear exchange of information
- 10. — Customers returning to the 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