Customer Service Crossword

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Across
  1. 2. help this customer by acknowledging their understanding and taking control
  2. 4. A way of showing the tenant you're listening
  3. 6. a law we must abide by to protect everyone's information
  4. 7. respond to this customer only once they have calmed down
  5. 10. 'mhmm' 'I see' 'yes, I understand'
  6. 13. A question you ask to get the finer details
  7. 14. A word you should avoid when declining a tenants request
  8. 15. the process we follow with a difficult customer
Down
  1. 1. The best way to finish the call
  2. 3. reassure the resident that you will provide a prompt service
  3. 5. A question you ask to encourage an explanation
  4. 8. giving all of your attention
  5. 9. show you care about the customers issue
  6. 11. a customer that needs a listening ear
  7. 12. to encourage the customer to explain calmly