Across
- 2. Managing your reactions to stay calm and effective
- 4. Making changes that help prevent issues and enhance quality
- 6. Consistently going beyond expectations with quality and care
- 7. The overall journey a customer has with us
- 9. Built through reliability, consistency, and follow-through
- 11. Refocusing after a challenge to move forward positively
- 14. Your coworkers. The people you support everyday.
- 17. Being aware of what’s happening in the moment
- 18. Providing timely and helpful replies or actions
- 19. Taking responsibility and seeing things through to completion
- 20. The processes and tools that guide how we work
- 21. Taking a moment to think before responding
Down
- 1. What we move away from when focusing on solutions and learning
- 3. Sharing information clearly, timely, and thoughtfully
- 5. The underlying reason behind actions and behaviors
- 7. Natural reactions that we recognize and manage in ourselves and others
- 8. An interaction where we support or assist a customer
- 10. Communicating openly and honestly, even in challenging situations
- 12. Creating interactions that feel attentive and personal
- 13. Collaborating to achieve better results together
- 15. Resolving the issue in a clear and meaningful way
- 16. Making processes simple and smooth for the customer