Customer Care

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Across
  1. 1. Connection built between CM and rep
  2. 4. Showing CM certainty in your expert advice
  3. 8. ___ will help to maintain AHT and Lead the CM to a Great experience
  4. 10. The origional reason for the cm calling
  5. 11. two-way conversation between card member and rep
  6. 14. Over 200 merchant Mega mall
Down
  1. 2. Asking detailed, relevant questions to achieve a resolution
  2. 3. Showing understanding of the cm req
  3. 5. Rewards
  4. 6. Spend analyzer, paydown planner, statements...all can be found on ____
  5. 7. "its not what you say, its how you say it"
  6. 9. Providing a Fresh, Easy Experience(hnt:Like a glass of water on a hot day)
  7. 12. We want to get a cm to commit to ____ and enjoy their rewards
  8. 13. Leading into a RELEVANT usage conversation
  9. 15. Accepting responsibility