Koala Tea!

Edit Answers
12345678910
Across
  1. 1. What Parameter? You should maintain 5 seconds or less of dead air on calls, and 2 mins of response time on chat.
  2. 4. What Parameter? You should empathize for PP service failure issues
  3. 5. _______, Verification, and Professional Misconduct are fatal parameters and will result in an autofail is missed
  4. 7. What Parameter? You should not pass blame, or refer to other departments or organizations
  5. 9. What Parameter? You should always yield to the customer and wait for them to complete their statement before speaking
  6. 10. "Mindtouch", "Ticket", and "Eligibility File" are all examples of ______ and should never be used with the customer
Down
  1. 2. You must use the accurate _________ on every call or chat
  2. 3. Notes must be _____ ___ ____ and should always include any details provided to the customer during the interaction
  3. 6. What Parameter? You should always provide complete resolution details
  4. 8. What Parameter? Ensure you are using the proper greeting based on verification and interaction type