Across
- 2. location of all information and procedures to educate ourselves and customers
- 5. primary form of kyc sent to customer phones for verification
- 6. employees who can assist customers with issues beyond our Core scope and capacity
- 7. crucial skill for CSR's, applies to all conversations
- 9. facilitates effective back and forth dialogue with customers, minimizes misunderstandings and frustration
Down
- 1. applying this to ensure we completely service customer's needs to provide best experience
- 3. access to account information and services, secondary KYC functional
- 4. effective communication skill that allows us to hear the customer's main concerns and work towards resolutions
- 8. important skill when talking to frustrated or upset customers, can be used to deescalate calls
- 10. gets us access to customer KYC and information