one resolution Team Shamrocks

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Across
  1. 4. In order to ensure resolution and a great customer experience, we must take _____ of every situation.
  2. 9. according to the ost, what percent would we negotiate to for reconnection fees and data overages if dealing with an escalated customer.
  3. 10. _______ is a key part to understanding the customers concerns, and making sure that the customer does not call back. (2 words)
  4. 11. How many skills are thre in the new coord call flow?
Down
  1. 1. if a customer calls concerning an upgrade/activation charge, how much does the ost state to offer a maximum of? (2 words)
  2. 2. ______ ensures the customer remembers the key information that helps prevent repeat calls
  3. 3. Asking _____questions during discovery to understand the motivators and needs of out customers will help resolve the root cause of the customers concerns.
  4. 4. According to the ost what percent of a late charge would be offered if dealing with an escalated customer? (2 words)
  5. 5. What is the first step in the New coord call flow?
  6. 6. Always show _______ to gain the customers trust that you are the expert.
  7. 7. Build ______ for every customer every time
  8. 8. When dealing with an escalated customer listen for _____ without judgement. (2 words)