Across
- 3. Provides additional support apart from our core banking system for staff interacting with customers
- 4. I always pay...... to what the customer is requesting
- 6. A smart well dressed appearance promotes.... and poise
- 9. A smart well dressed appearance keeps one more....
- 10. When customers complain they expect us to offer an appropriate
- 12. I make it easy and .......for you to interact with me.
- 14. A smart well dressed appearance attracts the right....
- 17. We are............by being honest, transparent and inclusive.
- 21. At NCBA we.......customer interactions over internal meetings.
- 22. You should have your...on all your communication.
- 23. How you present yourself to customers determines their perception of the bank, hence your.....matters
- 24. I offer to assist with speed, respect and ........
- 25. We are ..........because we value teamwork, integrity and accountability.
Down
- 1. I get it right, first time, every time by presenting a.....image in and out of work.
- 2. We always....the customer for calling.
- 5. I can be.....to get it done right the first time
- 6. This is a term we use when we are not apologizing to the customer but softening our tone to calm them down.
- 7. Expression of dissatisfaction by a customer regarding the Bank’s products and services¬
- 8. Happens when a case exceed the set SLA.
- 11. CRM consists of four modules namely Customer 360, Service, Sales and
- 13. Never..........your customers or complete their sentences.
- 15. We take time to .........customer requests.
- 16. Your signature should capture your name, job title and.....
- 18. When our customers have a complaint, they expect us to show genuine concern and
- 19. Always approach every customer in a profession and.....manner.
- 20. I back you by saying......first