Relationship Care

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Across
  1. 1. What the product, service or solution will do for the customer.
  2. 3. A communication technique used to help transition naturally into recommending relevant and valuable messages/offers.
  3. 4. One of the 3 key drivers used to positively impact metrics by answering questions knowledgeably and confidently, with clear, concise explanations, and achieving FCR.
  4. 5. The biggest roadblock when delivering a difficult message.
  5. 9. One of the 3 key drivers used to positively impact metrics by tailoring the conversation to be relevant to the merchant, and explaining how they can maximize their American Express relationship.
Down
  1. 2. One of the 3 key drivers used to positively impact metrics by demonstrating a willingness to help, making the customer feel valued, and communicating effectively.
  2. 6. Information relayed to the customer about benefits, services, or promotions.
  3. 7. Any feature the customer sees as beneficial to them.
  4. 8. Customer focused sales