BCIS Telephone Agent Successful Call Behaviors-Crossword #2

12345678910
Across
  1. 4. A sincere offer to help a customer
  2. 6. Slang, BCIS jargon, "um" and "you know" are not examples of _____CSR/IIO language
  3. 8. Providing information with minimal time delay
  4. 10. Assurance needed in order to proceed with specific, personal customer request
Down
  1. 1. Probing questions allow CSR/IIO to _____ information
  2. 2. Is considered inappropriate and "unsatisfactory" at this stage of the call to sound cheerful when the customer is obviously unsatisfied
  3. 3. Tactfully bringing customer back "on track" when digressing is an example of a _______ call
  4. 5. Another word for providing "full and complete" information
  5. 7. Paraphrasing the customer's comment/question demonstrates this important listening behavior
  6. 9. Most/all words are understandable to the customer so you speak with _____