Team Shabazz's QA Crossword Puzzle

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