Across
- 4. The inclusion of customer service, cabin crew and lounge staff supported by customer care completes the 'one service ---- philosophy'
- 5. Balanced service giving involves understanding both the ------ and technical aspects of service
- 6. '--------- drive' is a complimentary service to and from airports for confirmed First and Business customers
- 8. NPS stands for --- promoter score
- 10. This skill allows us to demonstrate the brand value of Care
- 11. The positive 1st response template to use when managing a complaint is -------------
- 13. Customer First is a program to give you and all of our front facing staff a great ------- platform
- 16. The 3rd pillar 'growing in Asia' recognises Asia as a ----------- and not just a through point to Europe
- 18. Having a positive outlook into the future can be described as being ----------
- 19. The desired Can Do 1st response that demonstrates you are Ready, Willing and Able to help
- 23. Circle 1 represents those situations in life that we can -------
- 24. We have a four pillar turnaround plan to break even by 2015 and return to -------------
- 27. When we use the Responsibility and Choice questions we can turn a -------- into a response
- 29. SIT customer service staff are all now a part of the 'international customer ---------- team.
- 33. The pillar representing our network and partnerships is called '-------- to the world'
- 35. A complaint is real ----
Down
- 1. A phrase to use for a not sure/maybe response is 'let me ----- for you'
- 2. The name of an end to end training program supported by a varitey of activities, initiatives, technology and communication channels is called -------- First
- 3. To preorder your meals on board for business and premium economy customers is called '------ on Q eat'
- 5. Customers who score Qantas a 9 or 10/10 in the NPS scoring are categorised as ---------
- 7. Qantas brand value, '------- thinking'
- 9. The first piece of the optimum mindset when delivering service is about taking Ownership and --------------
- 12. A typical roadblock when delivering a no is -------------
- 14. The 4th pillar which represents finance is about 'building a ------ and viable business
- 15. Our language and mindset at Qantas should embody Contemporary ---------
- 17. One of our Brand Values is '------- of experience'
- 20. Circle 2 represents those situations we are not able to control but we can ---------
- 21. Net Promoter scoring gives us an indication of customers Advocacy and ------- to Qantas
- 22. The key message in the Star thrower story is 'I make a ----------'
- 25. Caring, happy, open minded, positive, enthusiastic, calm, productive, energetic, trustworthy are all emotions and behaviours linked to being in the ---
- 26. The positive 1st response to use when delivering a 'no' or delivering disappointing news is --------1,2,3
- 28. 200 hours worth of on-demand in-flight entertainment direct to ipads in every seat on our 747's is called Q---------
- 30. Simon Hickey is the --- of Qantas International and Freight
- 31. The 'best for global travellers' pillar represents putting the customer at the ----- of everything we do
- 32. Positive 1st responses allow us to consistently demonstrate a --- do attitude
- 34. If you only use part of the glad, sure, sorry response which one should you use ?