Delivering a Service of Champions: Skills Unlocked!

12345678910111213141516
Across
  1. 3. A crucial skill in understanding customer needs, more than just hearing what they say.
  2. 6. The first step when establishing contact with a customer often with a smile.
  3. 7. The system used to record customer interactions and feedback for future reference.
  4. 9. What you provide to the customer after assessing their needs to help them make informed decisions.
  5. 10. The act of meeting customer needs, delivering satisfaction through support and assistance.
  6. 12. A key skill in customer service, necessary for providing information and building rapport.
  7. 13. Customers provide this after experiencing a service, which helps the company improve.
  8. 14. What you deliver or provide to the customer, which could be a service or a tangible item.
  9. 15. Building this with a customer creates trust and improves the interaction.
Down
  1. 1. These may arise when you can't fulfil all customer requests and need assistance from colleagues.
  2. 2. Deciding the order of tasks based on urgency and importance for service delivery.
  3. 4. The process of making a service or product better based on feedback and analysis.
  4. 5. The action of solving a customer problem or issue, aiming for customer satisfaction.
  5. 8. Understanding and sharing the feelings of your customers, often shown through active listening.
  6. 9. These types of questions encourage customers to give more detailed answers rather than just 'yes' or 'no.'
  7. 11. The feeling of confidence and strength after completing a learning process, knowing you can use your skills.
  8. 12. To rephrase or summarise what the customer has said, ensuring there’s no misunderstanding.
  9. 16. An important interpersonal skill when dealing with customer queries or issues.