Across
- 1. acquiring a mutual understanding of customer’s needs through paraphrasing
- 4. accruing the customer’s commitment to a product/service by delivering personal value
- 6. recognizing and prioritizing a suite of solutions to meet customer’s needs, plans and goals
- 7. following through with customer commitments and sharing solutions that address their needs
- 8. actively listening and responding to customer’s concerns and restating the needed value
- 9. always making customer’s needs, goals and plans a priority
Down
- 2. the ability to bring a customer experience back to neutral
- 3. connecting with customers and engaging in meaningful two way conversations
- 5. identify the customer(s) problems, impacts and root cause, then prioritize and provide solutions