Team Shabazz's QA Crossword Puzzle

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Across
  1. 6. When discussing the ACH convenience fee, we must ALWAYS discuss a _________.
  2. 7. When engaging the customer you must have a ____ _____ conversation.
  3. 9. Two-way conversations must be _________ to the topic at hand.
  4. 11. When asking for information, you should always say _______.
  5. 14. When waiving a late fee you MUST offer 2 _________ payments.
  6. 16. When waiving an ACH fee you must _______ the reason.
  7. 19. When receiving information, you should always say _____ ____.
  8. 20. We should ______ suggest that a customer makes a post-dated payment to avoid an ACH fee.
Down
  1. 1. Always handle calls using a friendly tone.
  2. 2. When using the information on file we MUST verify ____ the name of the bank and the last 4 of the account number.
  3. 3. Mmm…hmmm is ____ considered an appropriate acknowledgement.
  4. 4. We must be very careful to not use phrases that put KOHLS in a ________ light.
  5. 5. To get 100 score, your call must be a _____ call.
  6. 8. You should acknowledge all statements made by the customer.
  7. 10. __________ when appropriate and show sincerity during apologies.
  8. 12. _________ Kohls will help you receive a 100 in Courteous.
  9. 13. The ______ script must be read verbatim.
  10. 15. When a customer reports a lost or stolen card you MUST close every card except for the card ending in ______ _______.
  11. 17. You should focus on every call.
  12. 18. A ____ ____ can be waived if the customer qualifies, even if they have not yet made a payment.