Member Service :)
Across
- 3. This negative word should be removed from your "phone" vocabulary.
- 5. Another word for an internal customer is ______.
- 7. Understanding and identifying with your members' feeling is called _____.
- 10. Member complaints should be seen as _____ to improve service.
- 12. A positive one will make your day better.
- 13. You should allow member to speak ______.
Down
- 1. Our cross servicing is known as _____.
- 2. You should more relaxed and friendly when you ______ while talking on the phone.
- 4. Taking personal responsibility for a member's complaint is taking ________.
- 6. When speaking to members, it is important to vary the ____ of your voice.
- 8. Your most important communication tool when you're on the phone is your ______.
- 9. The most important customer service skill is ______.
- 11. Treat each member as if they're the ____ one that you'll assist for the day.