Customer Service

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Across
  1. 2. The claimants is angry at the, not you
  2. 4. If the claimant is upset stay
  3. 10. Have a thick
  4. 11. Be assertive but not
  5. 13. It's ok not to have all the
  6. 14. Use supportive
Down
  1. 1. Ensure you correctly, your claimant before anything else
  2. 3. Be aware of your
  3. 5. Actively
  4. 6. Watch you when speaking to claimants
  5. 7. Focus on the
  6. 8. Clarify what is being
  7. 9. If you do this you will calm down
  8. 12. This action shows you understand your claimants feelings