National Customer Service Week 2013

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Across
  1. 2. Positive outcome gained
  2. 3. Monitoring to ensure consistency
  3. 4. Encouragement for customer to manage their own accounts through IVR/OAM
  4. 5. The benchmark grade the company attains on the back of customer feedback
  5. 11. Who you should ask if you need help
  6. 12. Our customer ______, Flexible,Personal,Straight-forward & Approachable
  7. 13. Straight to the top, suggestions for improvements to the customer experience
  8. 14. The end of your call, should be finished with "Is there anything else I can help you with?"
  9. 16. The character of your voice
Down
  1. 1. If in doubt, check these out! Ensures consistent information given by all advisors
  2. 6. Taking steps to walk the ____ ____
  3. 7. What we should provide on every call
  4. 8. Part of active listening, demonstrating you are paying attention to the customer
  5. 9. The result of a good customer experience, repeat business
  6. 10. Praise for providing excellent customer service
  7. 15. This should always be positive, informative, professional & clear