Customer Service 101

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Across
  1. 3. Treat each customer as if they're the ______ one you'll help that day.
  2. 5. Taking personal responsibility for a customer's complaint is taking ______.
  3. 8. You sound more relaxed and friendly when you ______ while talking on the phone.
  4. 12. With angry customers, it's important to let them do this: _____.
  5. 15. Anticipating problems, heading them off, and alerting customers is being _____.
  6. 17. Customer complaints should be seen as _______ to improve service.
  7. 18. A positive one will make your day better.
  8. 19. The people you serve each day
Down
  1. 1. Delighting your customers means ______ their expectations.
  2. 2. Another word for internal customer is ______.
  3. 4. Offering a customer additional products or services is cross-selling or _____.
  4. 6. Understanding and identifying with others' feelings is called ______.
  5. 7. The most important customer service skill is _____.
  6. 9. A _______ during a phone conversation can be used to emphasize a point.
  7. 10. You should start each call with a friendly _______.
  8. 11. This negative word should be removed from your customer service vocabulary and replaced with situation
  9. 13. When speaking with customers, you should vary the _____ of your voice.
  10. 14. Customers who are satisfied with a service tell an average of how many people?
  11. 16. Your most important communication tool when you're on the phone is your _____.