Crossword Puzzle

2. With angry customers it’s important to let them do this, _____.
7. A positive one will make your day better.
8. Taking personal responsibility for a customer’s complaint is taking _____.
10. Look as upset customers as an _____ to improve.
12. Treat each customer as if they’re the _____ one you’ll deal with that day.
13. Another word for internal customer is _____.
14. When speaking with customers you should vary the _____ of your voice.
15. You sound more relaxed and friendly when you _____ while talking on the phone.
16. Make each customer feel welcome with a friendly ____.

1. Customers who have their complaints satisfactorily resolved tell an average of how many people?
3. Delighting customers means _____ their expectations.
4. Anticipating problems, heading them off and alerting customers is being _____.
5. The people you serve each day.
6. The most important customer service skill is _____.
9. Positive feedback given by a customer on an InMoment survey.
11. Your most important communication tool when you’re on the phone is your _____.