Across
- 1. Customer Service Week / Culture
- 2. where customers make inquiries (4)
- 7. for customer identification process (3)
- 8. to sense another’s feelings (7)
- 9. to enhance client satisfaction (8)
- 11. forum to hear client voices (7)
- 12. phrase “the client is always ___” (5)
- 14. of solving a client’s concern (7)
- 16. against which service is measured (4)
- 18. relationship with customers (10)
- 19. theme for CS Week in 2025: “Mission: ___” (8)
- 21. expected from service staff (8)
- 22. Service Skills & Concepts
- 23. transfer service widely used in Kenya (5)
- 26. together as one team (9)
- 27. used for mobile banking transactions (4)
- 30. card used for payments (6)
- 32. given to recognize loyal customers (6)
- 33. without interruption (6)
- 34. quality of good communication (7)
- 36. through on a customer’s request (10)
- 37. of appreciation to a customer (6)
- 39. mailbox service (5)
Down
- 1. showing account activity (9)
- 3. events organized during the first week of October (9)
- 4. given to refresh skills (9)
- 5. promise to customers (6)
- 6. celebration of service professionals (6, abbr)
- 7. way of handling complaints (8)
- 10. channel to visiting a branch (4)
- 13. expression used to welcome a customer (5)
- 15. opposite of poor service (8)
- 17. experience that drives repeat business (10)
- 20. drive to deliver better service (9)
- 21. Banking & Customer Channels
- 24. art of persuading customers (9)
- 25. outcome of a good customer journey (9)
- 28. used when speaking politely (7)
- 29. front-line officer (8)
- 31. payment method using a phone (7)
- 35. staff recognized for excellence (4)
- 37. encouraged to break down workplace ___ (5)
- 38. Fundamentals of Service