Across
- 5. type of caller who just won't accept "no"
- 6. ____finder authorized website used to locate providers locations that offer vaccines
- 8. 211 is used for this types of calls
- 10. you must receive this type of confirmation to text
- 12. document the caller's intent here in CRM
- 13. agents are not allowed to offer these types of advice
- 14. agents that can schedule appointments at select locations
- 16. refer them here if the customer has no internet
- 18. silence is golden but not this type
- 20. special PR for these type of "special" callers
- 21. offering this type of opinion is a no-no
- 23. Verify caller ____ for vax locations
- 25. caller who is skeptical about taking the shot may have vaccine __________
- 27. type of site offering vaccine appointments
- 28. PR text labelled this color is optional and can be skipped
- 29. direct isolated seniors w/no support here
- 30. tell ask tell before you do this
Down
- 1. One shot
- 2. check in every ____ ____ for more time
- 3. this government agency handles disasters and vaccines usually in at mass locations
- 4. Rapper UNK famous song directs customers to these type of vaccine locations
- 7. total number of seconds you can wait with no response from caller
- 9. listen for background noises w/this type of call
- 11. required to truly understand the caller's needs
- 15. refer them here for state specific questions___ _____ _____(3 words abbreviated)
- 17. agents that handle Spanish speaking clients
- 19. type of customer service that goes above and beyond
- 22. agents should never do this on a call/callers can but you can't
- 24. type question used to gain more information
- 26. agents cannot disclose personal info for this reason