Emphaty

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Across
  1. 1. Adapting the conversation based on the customer's needs or situation. (7 letters)
  2. 3. Putting yourself in another person's situation. (7 letters)
  3. 6. Offering alternative solutions to a customer’s issue. (9 letters)
  4. 8. The tone you use to communicate warmth and care. (4 letters)
  5. 9. Understanding and sharing the feelings of another. (8 letters)
Down
  1. 2. The ability to remain calm and composed during a challenging customer interaction. (8 letters)
  2. 4. A phrase often used to assure customers that their issue is taken seriously: 'I truly ______ how frustrating this is.' (7 letters)
  3. 5. Short, thoughtful expressions that show understanding, like 'I see' or 'I understand.' (8 letters)
  4. 7. Actively listening without interrupting. (7 letters)