Across
- 4. : A list of common questions and answers.
- 6. : Automated tool that can answer common questions 24/7.
- 9. : The overall perception a person has after interacting with us.
- 11. : What we earn by being honest, reliable, and transparent with customers.
- 12. : Option that lets customers solve issues on their own.
- 14. : Action that builds trust by checking in after a complex issue is handled.
- 17. : What CSAT is designed to measure.
Down
- 1. : Taking responsibility to see an issue through to the end.
- 2. : Delivering a similar, reliable level of service every time.
- 3. : When a case needs to be moved to a higher level for resolution.
- 5. : The end-to-end path a customer takes across multiple touchpoints.
- 7. : Comments that help us improve our service and processes.
- 8. : Library of helpful articles and information for solving issues.
- 10. : The person at the center of every interaction.
- 11. : Any moment when a customer interacts with our company.
- 13. : The skill of understanding and sharing a customer’s feelings.
- 15. : What grows when we consistently deliver great service.
- 16. : Online entry point where customers can check information or manage their account.