1. The first point of contact customers can use online to contact Pearson for assistance from our team

2. Information provided by customers about their experience

3. To give assistance.

4. A School or teacher who buys a text from pearson

7. The level of contentment a customer feels with a product or service

8. To transfer a case to someone higher.

10. The time it takes to respond to an inquiry (2 words)

11. The standard of excellence in products or services offered to customers.

5. The ability to understand and share the feelings of a customer

6. Buyer's willingness to repeatedly return to a company to conduct business (2 words)

9. Where to access Pearson textbooks for years 7 to 10 (2 words))

12. The time it should take to respond to a customers inquiry (3 words

13. A virtue. The ability to remain calm and understanding when dealing with difficult customers or complex issues