Customer Service - Communication

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Across
  1. 2. Hand movements you might make when speaking
  2. 3. What you might do with your arms if you are defensive
  3. 6. Head movement that shows you are listening
  4. 9. When you are looking at a customer
  5. 10. Term used to describe ways that show you are listening
  6. 11. Type of language that doesn't involve speaking
Down
  1. 1. Minimal _____ are verbal sounds to show you are listening
  2. 4. Facial expression used when greeting
  3. 5. Type of communication that involves speaking
  4. 7. The act of welcoming a customer into a shop
  5. 8. Type of communication that is NOT speaking