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Across 5. paper you can give to your customer to jot down notes 6. removing negative elements from branch environment 7. important 8. faithful 9. to receive or accept with pleasure 11. brief meeting held every other Monday to share ideas regarding the initiative 13. a way we can see how our customers are feeling about the bank 14. involved 15. offering a cup of coffee or bottle of water to a customer

Down 1. group formed to establish a basis for the Welcome Home Initiative 2. a tool that measures each employee's adjustment to the Welcome Home Initiative 3. introducing others to your customer 4. person leading a team for the initiative 5. make a phone call 2 weeks after account opening 10. these should be activated when customers come into our bank 12. step towards the customer