Customer Service Excellence

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Across
  1. 2. If something in a customer’s message seems unclear or inconsistent, ask questions to _________.
  2. 4. The ability to grasp the significance of the words we hear.
  3. 8. Listening to the customer’s whole message can help you avoid jumping to __________.
Down
  1. 1. Attributing one’s own feelings to someone else
  2. 3. Assigning a reason for a customer’s behavior based on incorrect information can result in attribution __________.
  3. 5. Selective perception involves jumping to conclusions or making faulty __________.
  4. 6. Reduce external distractions and make an effort to ___________ on what a customer is saying.
  5. 7. Engage in __________________ listening by avoiding interrupting and by paraphrasing.