I love my customer

Edit Answers
123456789101112131415161718
Across
  1. 5. What team help CHC employees and other business partners continuously move toward an improved level of performance, lower leakage and high process adherence? (7)
  2. 6. The Complaints ---------- is responsible for the Claims Division complaints best practice process and is the GHO point of contact for escalated customer complaints (10) Down
  3. 8. According to The Institute of Customer Service who is the finance company with the best customer service? (5-6)
  4. 10. Who is the Claims Strategy and Customer Experience Manager in Allianz? (3-8)
  5. 13. The customer -------- is what a customer undertakes from FNOL through to settlement (7)
  6. 16. In January of this year the ABI and BIBA launched a joint code of good practice to help insurers and brokers protect what kind of customers? (10)
  7. 17. The Genesis End to End programme has been launched in Claims to enable what system to be used across the end to end claim journey? (11)
  8. 18. What is the colour of the Sanguine personality type? (6)
Down
  1. 1. If Allianz can't resolve a complaint who is the customer entitled to contact? (9)
  2. 2. What survey allows levels of satisfaction during the lifecycle of a claim to be tracked? (4)
  3. 3. What allows us to understand what calls we are receiving and where exactly during the claims lifecycle our processes are failing our customers and causing them to call us? (4-7)
  4. 4. When was the last I love My customer campaign? (5)
  5. 7. In the last I love my customer campaign, what colour did people dress in for the dress down day? (3)
  6. 9. What visual aid was created so that claims employees could better understand what Allianz key objectives and plans for the future are? (6-3-7)
  7. 11. What does the E in AES stand for? (10)
  8. 12. NPS is the key tool Allianz uses to measure customer ----------- (7)
  9. 14. What does like the last E in EASE stand for? (7)
  10. 15. At the Institute of Customer Service’s UK customer satisfaction awards last week who won best customer service co-creation/collaboration? (5)