Across
- 2. – Transferring a call to a supervisor or higher authority.
- 3. – The standard of service provided to customers.
- 5. – Following company policies and procedures consistently.
- 7. – Keeping customers loyal and engaged.
- 8. – Collaborating effectively with colleagues.
- 10. – Non-technical skills like communication and teamwork.
- 12. – The structured path a call takes from greeting to resolution.
- 13. – Showing kindness and concern for others.
Down
- 1. – A key trait when dealing with difficult or frustrated callers.
- 4. – Information provided by customers about their experience.
- 6. – The ability to understand and share the feelings of another.
- 7. – The successful solving of a customer’s issue.
- 9. – Acknowledging and celebrating team achievements.
- 11. – A predefined set of phrases used during customer interactions.
- 14. – A tool used to gather customer satisfaction data.