MOTs: Standards of Support and Maximizing Follow-Up

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Across
  1. 4. Recognize your customer’s concerns (standard)
  2. 5. Additional “wow factor” (pro tip)
  3. 7. Process of documenting progress to satisfy customer’s request (title)
  4. 10. Technological tool used to help stay on track and ensure nothing falls through the cracks (pro tip)
  5. 11. Talking to an employee of the bank (overview)
  6. 12. Talking to a customer of the bank (overview)
Down
  1. 1. Length of time (hours) the New Owner reaches out to the customer/prospect (contact step)
  2. 2. Type of experience we want to have with customers (overview)
  3. 3. The act of presenting products and/or services that would help resolve their pain point (standard)
  4. 6. Friendly and compassionate tone of voice (standard)
  5. 8. Focus on the customer (standard)
  6. 9. Person sending a referral or inquiry (persons involved)
  7. 10. Every Customer Says They Feel Like They’re Our ____ Customer When Sharing Concerns! (overview)