Christmas Customer Experience Crossword!

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Across
  1. 2. Name of the villain in ‘A Christmas Carol’
  2. 3. Customers love to be treated as an ‘....’
  3. 4. As well as mental and physical vulnerability, what is another circumstance we need to think about for customers that need us the most?
  4. 5. Who discovered Christmas Island in 1777?
  5. 9. What we must consider if we are ever to change or add a repayment rate to a customer account
  6. 14. A great way of looking at a situation. The opposite of negative!
  7. 15. Who stole Christmas from the town of Hooville?
  8. 18. Born on Christmas Day 1954 the one time singer with the Eurythmics, who?
  9. 20. A discount we offer to vulnerable customers to help them with their winter fuel bill.
  10. 22. Brrr! It can be very cold this time of year. What type of customer may we want to pay particular attention to when the temperature falls? ‘...’
  11. 24. What is New Year’s Eve traditionally called in Scotland?
  12. 25. Keep this ‘low’ and customers are far more likely to stick with us as a company!
  13. 27. In which city was Kevin lost during Christmas in Home Alone2?
  14. 28. Presents to wrap, turkeys to stuff- Christmas can be a stressful time of year! What must we think about when talking to customers at this busy time? ‘Customer...’
Down
  1. 1. A word for wine that has been spiced and heated.
  2. 2. Something we need to ensure the customer has before we close any complaint!
  3. 6. Show this quality to demonstrate your knowledge and reassure your customer!
  4. 7. Who is officially credited as the author of Auld Lang Syne?
  5. 8. Where was it always winter but never Christmas?
  6. 10. The way your voice sounds when speaking. Inject a bit of holiday spirit!
  7. 11. A word to describe how welcoming you can be to customers on the phone. Especially important at Christmas time!
  8. 12. Which word, associated with Christmas, comes from a Greek word meaning "we can act anything"?
  9. 13. What is the name of the fruit sauce which is a traditional accompaniment to the Christmas Turkey?
  10. 16. An online source of knowledge to help you with your enquiries!
  11. 17. Which nickname for Hollywood sounds Christmassy?
  12. 19. Which Michael Jackson song was a UK Christmas number one in 1995?
  13. 21. Demonstrate your ‘...’ to customers to show you have the experience to resolve any enquiry. The HOW guide is full of this!
  14. 23. Customers hate to be confused by terms that they don’t understand!
  15. 26. What was Brenda Lee doing around the Christmas tree in 1958?