Customer Service Crossword

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Across
  1. 2. To not acknowledge what the caller says and request other information.
  2. 8. A key skill for deescalating members, resolving difficult situations and creating a successful working environment.
  3. 10. To be polite and use proper etiquette, professional throughout the call and maintain a proper and pleasant tone.
  4. 11. Should be shown to every member and coworker.
  5. 12. Sets the tone for the rest of the call and is the first impression the caller receives.
  6. 13. Long stretch of silence without explaination or follow-up.
  7. 15. Be mindful of this as it can negate polite language.
  8. 16. To manage the call and keep it on track without being rude or interrupting the caller.
  9. 17. Must be done with the member's account before denying a trip.
Down
  1. 1. Someone on the phone who is upset or angry. They are often hostile, yelling and/or giving you a hard time.
  2. 3. Prevents the caller from having to repeat themselves.
  3. 4. DO educate member on only what they need to know in a clear way, DONT go beyond that simple explanation or place blame on the member.
  4. 5. Enunciate, use polite language, avoid slang, use close ended questions.
  5. 6. ________________ so that you will understand the problem, don't assume.
  6. 7. Using words like please and thank you as well as not interrupting.
  7. 9. To be done after a member expresses a need or makes a statement.
  8. 14. to be done when appropriate.