Across
- 2. Financial institutions generally offer intangible products; therefore, customers often ______ separate a company and the product they provide from the people providing the service.
- 7. The first step in the 4-Step process for working with upset customers is to ______ the Customer’s Feelings
- 9. _____ is often earned by providing a high degree of customer satisfaction and cultivating a relationship with the customer
- 10. A conflict management approach that involves one person giving in to end the conflict
- 11. American Family Life Insurance Company sends notification to Policy Owner’s of conversion privilege; this is an example of a _______ transaction
- 12. Customer service in the financial services is consumed at the same time it is produced; this process is called _____ production and consumption
- 15. _______ skills, also called soft skills, are the skills used to understand and interact with customers
Down
- 1. It is NEVER okay to ______ a call
- 3. A ______ is an amendment to an insurance policy that either expands or limits benefits
- 4. The act of keeping the business of existing customers is referred to as customer _______
- 5. A 1035 Exchange permits a ____ _____ exchange of certain cash value policies
- 6. The ________ _______ of providing customer service are often not immediately realized
- 8. A conflict management approach that involves intimidation to ‘scare’ someone to end conflict
- 13. Joe Johnson purchases a new Universal Life policy with American Family Insurance and cancels his existing Whole Life policy; this is an example of an _______ replacement
- 14. A _____-centric philosophy develops strategies and business systems with the customer in mind