customer service work crossword

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Across
  1. 2. Key metrics tracking service quality.
  2. 4. Maintaining a positive and professional tone.
  3. 5. Call: Resolving an issue on the initial contact.
  4. 6. Directing calls to the correct department.
  5. 7. Understanding and sharing the customer's feelings.
  6. 9. Tracking logs for customer inquiries.
  7. 11. Solving the customer's issue efficiently.
  8. 13. Passing a complex issue to higher support or management.
Down
  1. 1. Bank
  2. 3. Remaining calm during challenging interactions.
  3. 8. Baseline metrics used to measure call times and customer satisfaction.
  4. 10. Expertise in company products and procedures.
  5. 12. Contacting a customer after a disconnected or scheduled line.