Across
- 1. the amount of minutes you can leave a member on hold before needing to go back and check on them
- 2. The acronym used to help vulnerable customers, also a US state
- 5. The type of response you should not give to a member's query
- 9. The start of every call
- 10. The principles used to mark your calls
- 12. What you should be checking to make you sure get the right outcome
- 13. The end of every call and your chance to leave a good impression
Down
- 1. The amount of times you need to use a member's name per call
- 2. The type of response you should give to a member's query
- 3. What you should do when there is a lull in the conversation
- 4. The thing that makes member's believe you know what you are doing
- 6. How you react when something good/bad has happened to the member
- 7. What you should be at all times
- 8. Telling the member what you are doing at every step of the way
- 11. What you should not blame by saying "sorry my ______ are being slow"