Knowledge Check!

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Across
  1. 3. Clarity in ___________ – simple & concise
  2. 4. Understanding emotions
  3. 7. 70% of customer experience is driven by _______
  4. 9. Positive ________ – turning problems into solutions
  5. 10. _________ is key for handling difficult interactions
Down
  1. 1. Avoid Overuse of _______ for Live Chat & Emails
  2. 2. Active ________ making customers feel heard
  3. 5. Adjusting to tone & situation is known as ________
  4. 6. Strong soft skills = higher satisfaction, __________ & reputation
  5. 8. _______ while speaking – reflects in tone