Customer Service Standards

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Across
  1. 3. repetitive persistence will help most callers to regain this
  2. 6. These are often viewed by the caller as indecision or incompetence on the part of the calltaker
  3. 10. Callers expecting to be treated in a competent, professional, respectful manner and to have their incident taken seriously is address through the caltaker’s ________________
  4. 11. in order to avoid having a caller hang up when placed on hold a call taker should do this (2 words)
  5. 14. telling a caller that help is on the way and that someone will tell them what to do until help arrives is doing this (2 words)
  6. 15. noncommittal reassurance (2 words)
  7. 17. Often the calltaker’s ________ makes the difference between a positive and a negative experience with the entire emergency services system
  8. 18. behaviors asking permission to give instructions is an example of this (2 words)
Down
  1. 1. The calltaker avoids any statement that may create _____________ or unrealistic expectations for the caller
  2. 2. this type of behavior may create feelings of anger, confusion, anxiety, or helplessness for the caller, patient, victim, or family
  3. 4. the practice of providing confident, compassionate, and personalized care for callers, patients, and victims. (2 words)
  4. 5. The calltaker’s tone and volume provide a degree of ______________ to callers that the emergency is being handled by a professional they can trust
  5. 7. Calltakers must do this with the caller’s emotions while directing and encouraging the caller to help the patient or victim
  6. 8. using the caller’s name or title whenever possible is a good example of this but Simply repeating a title or name without using other appropriate calming and/or communication techniques does not meet the minimum performance for this standard (2 words)
  7. 9. Often after providing the address of the emergency, the phone number, and a brief description of what is happening callers will attempt to do this to the call
  8. 12. using words and phrases consistent with professional, compassionate communication is a display of this
  9. 13. request repeated verbatim + a reason for request (2 words)
  10. 16. one way the attitude of the calltaker is conveyed (2 words)