Customer Service

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Across
  1. 1. the most important communication tool when on the telephone
  2. 6. taking personal responsibility for a customer's complaint
  3. 7. disregard a customer deliberately
  4. 8. makes the dream work
  5. 10. a customer who needs immediate action wont like these
  6. 12. allow an angry customer to do this before trying to solve their query
  7. 16. customer complaints should be seen as ______ to improve service
  8. 17. this negative word should be removed from our customer service vocabulary
  9. 18. you do this to find out what a customer wants
  10. 19. delighting customers means __________their expectations
Down
  1. 2. be concerned about the customer
  2. 3. the people we are here to serve
  3. 4. you sound more relaxed and friendly when you _____ while talking on the telephone
  4. 5. exchange information
  5. 9. what a customer wants from us when there is a problem
  6. 11. we must aim to get customer service right _____time
  7. 13. when speaking with customers you should vary the ____ of your voice
  8. 14. a positive one will help you deal with all types of customers
  9. 15. you need to ask these to find out what the customer wants