Telephone and Voicemail Usage

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Across
  1. 2. ___________are responsible for training and assuring adherence to the standard
  2. 4. All calls must be answered within _______ rings unless you are assisting another customer
  3. 6. When leaving a message for a customer, speak _________ and clearly
  4. 7. Allow the customer to _________ first
  5. 8. Assure the customer that the message will be delivered ________
  6. 9. If the customer does not grant permission to be placed on hold, take a __________
  7. 11. A best practice is to answer the phone on the ________ ring
  8. 13. Refer to the customer by ________
  9. 15. Close your message with a __________ expression of appreciation
Down
  1. 1. Ask ___________
  2. 3. Listen carefully, never __________
  3. 5. Voicemail greetings need to be professional, friendly, spoken clearly, and ___________
  4. 10. Repeat for _________
  5. 12. Use the customer’s name _________
  6. 14. When answering the phone, identify bank, department or ________, and self
  7. 16. Be prepared to take _______