Customer Service Crossword Puzzle

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Across
  1. 4. Things that are helpful to accomplish a task, i.e. KB's, team members, secondary websites, etc.
  2. 7. Understanding how others feel
  3. 9. Articles containing client specific information useful to solve end user issues
Down
  1. 1. The capacity to accept or tolerate trouble without getting angry or upset
  2. 2. Traits of a customer service representative that are important to the success of a customer's experience
  3. 3. Sending or receiving information
  4. 5. Acronym for end of the business day
  5. 6. This non-verbal gesture should be done before answering a call
  6. 8. Types of questions that gain useful information beyond yes or no