Customer Service Skills

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Across
  1. 3. A useful emotion in stressful situations
  2. 4. A hand gesture to pass blame that might annoy a customer
  3. 5. 'Own the ___' to show that you are taking responsibility
  4. 7. You can ask them to help with a customer if you need assistance
  5. 8. The number of positive experiences needed to make up for one negative experience
  6. 10. Something to maintain to show a customer that you are actively listening
Down
  1. 1. The airline featured in the customer service video
  2. 2. This worker uses scissors when interacting with customers
  3. 6. A messenger used by customers to contact customer service
  4. 9. The ability to understand and share the feelings of another person