Across
- 5. A customer says they have never used the card and are querying why there is a balance. who do you transfer the call to? (it is also the button that you would use to terminate the call)
- 7. If you transfer a call to a senior because the customer is complaining, what button do you push to terminate the call?
- 8. Who do you transfer the call to if the customer has their income & expenditure details to hand?
- 11. What button do you press to terminate the call if the customer advises they have completed an IVA?
- 12. Do we use the 'Called in error' button?
- 13. If a customer advises they are dealing with a DMC what button do you push to terminate the call?
- 15. If a customer completes security and then hangs up before discussing anything, what button do you push to terminate the call?
Down
- 1. If a customer has made a payment but we have not received it by the end of the allotted clearing times we allow for their method of payment, what button do you push to terminate the call?
- 2. If the customer refuses to make a payment or can't pay within the next 14 days, what button do you push to terminate the call?
- 3. What button do you push to terminate the call if you say 'hello' three times and there is no response?
- 4. You speak to a customer over the weekend and they advise that they made a payment on Friday, but there is no payment clearing. What button do you push to terminate the call?
- 6. On which screen can you find internet payments clearing when it DOESN'T show in OCAL, ARTD or ARIQ?
- 9. A customer is querying one transaction on the account. who do you transfer the call to? (it is also the button that you would use to terminate the call)
- 10. A customer advises they will pay next week what do you need to offer? (Abbreviation)
- 14. What block do you add if you are removing the last contact number on a customer's account?