Crossword

2. Builds ______ by making their knowledge accessible and understandable.
4. Follows all business processes, policies and systems to deliver agreed customer service levels thereby ensuring customers are treated ________.
5. Takes personal pride in providing _________ service to customers(either internal or external) to achieve targets.
7. Where consumers receive _______, the advice is suitable and takes account of their circumstances.
9. Products and services marketed and sold in the retail market are ________to meet the needs of identified consumer groups and are targeted accordingly.
10. Consumers do not face unreasonable post-sale ________ imposed by firms to change product, switch provider, submit a claim or make a complaint.
11. Handles ________ fairly and objectively, staying calm under pressure.
12. Consumers are provided with clear _______ and are kept appropriately informed before, during and after the point of sale.

1. Consumers can be confident that they are dealing with firms where the _______ treatment of customers is central to the corporate culture.
3. Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable _______ and as they have been led to expect.
6. Uses appropriate questioning skills to ________ the precise nature of the issue the customer is raising.
8. Highlights any instances or indication where it appears that the ________ may not be treated fairly.