Customer Engagement

1. Who, what, where, when, and why are what kind of questions?
4. A way of regarding, understanding, or interpreting something; a mental impression. This is not only visual, but can be true with words.
8. Stating words in a new, clearer, or different way.
10. One of three factors of customer service success. Every customer interaction has this.
11. Don't let the customer get your (blank).
12. The ability to address the customer's needs and wants.
13. Quality in the voice, especially one that expresses the speaker's feelings.

1. One of three factors of customer service success. Most public organizations have (blank) to make an impression.
2. The ability to understand and share the feelings of another.
3. You should always begin and end transactions on the (blank) level.
5. The 5 A's of Human (blank) are Acknowledge, Appreciate, Assure, Apologize, and Affirm.
6. Repeating your words using what someone else was saying.
7. Calm, Listen, Empathize/Apologize, Accept Responsibility/Acknowledgement, Resolve.
9. Feelings of pity and sorrow for someone else's misfortune (drives disconnection).