Across
- 2. Improves an already working process without being asked
- 3. Uses a new method when the standard approach cannot solve the issue
- 5. Continues follow-up until closure, despite task being reassigned
- 6. Reworks solution after noticing it doesn’t fully meet customer’s stated goal
Down
- 1. Invites another team member for faster resolution during peak load
- 4. Discloses a fee the customer would not have noticed otherwise