Service 2.0

Edit Answers
12345678910111213
Across
  1. 3. When making a courtesy call in Service 2.0 what memo code do you use in SD if the call has been completed?
  2. 5. In April of 2015 our _________ language team members came on board.
  3. 6. Agents who support Service 2.0 can receive support from DNA through ______.
  4. 7. TELUS/CE will differentiate itself in the consumer market by _________ at creating customer intimacy and making it easy to do business with us.
  5. 10. renovations Carley Brandon is working on developing the PPO's for service 2.0, what else is she working on?
  6. 12. A service 2.0 agent has ________ responsibility for customer outcomes.
  7. 13. TELUS Vision:We will differentiate ourselves in the Consumer market by excelling at _______ customer intimacy and making it easy to do business with us.
Down
  1. 1. Service 2.0 agents are given select cases to work on. Where do they find them?
  2. 2. Where can you find Barrie service 2.0 agent Schedules?
  3. 4. Customers are given a choice on how to communicate with us in ways that meet their needs. Fore example, if an agent is away, the customer will have the choice to watt for them, communicate through ________, leave a voice mail or be supported by your extended team of 200 people.
  4. 8. Service 2.0 Description:Transform our service model to focus on _________outcomes rather than individual transactions.
  5. 9. Service 2.0 Objectives:Increase L2R by providing a __________ client experience and decreasing customer effort, while reducing the cost structure to support our clients
  6. 11. What "wave" will be approaching Barrie later this year?