Across
- 6. / Customer data that we need to review at the start of the call
- 7. / Part of the 4PP. Involve paraphrasing and showing empathy
- 8. / Determining the service responsibility
- 10. / Tools used to discover details and understand goals and issues
- 11. / type of questioning that moves from detailed to specific or vice versa
Down
- 1. / One of the behaviors we need to have to be effective E4 support personnel
- 2. / An excuse
- 3. / A reason used to justify non-adherence to a process/policy
- 4. / Number of days requested as valid extension
- 5. / has No Service Restoral without payment as a step in the process flow
- 9. / type of listening required to understand the customer's concern