Relationship Care

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Across
  1. 5. Providing superior service the first time, every time.
  2. 8. Voice of the Customer Measurement
  3. 9. An important VoCM metric
  4. 11. An important VoCM metric
Down
  1. 1. They scored you between 1 and 6 on the VoCM survey.
  2. 2. They scored you as a 9 or 10 on the VoCM survey.
  3. 3. A concept of the American Express Brand Promise.
  4. 4. A concept of the American Express Brand Promise.
  5. 6. The actual time in conversation with the customer, not including follow-up activities
  6. 7. They scored you as a 7 or 8 on the VoCM survey.
  7. 10. To be the world's most respected service brand.