Member Service :)

12345678910111213
Across
  1. 3. This negative word should be removed from your "phone" vocabulary.
  2. 5. Another word for an internal customer is ______.
  3. 7. Understanding and identifying with your members' feeling is called _____.
  4. 10. Member complaints should be seen as _____ to improve service.
  5. 12. A positive one will make your day better.
  6. 13. You should allow member to speak ______.
Down
  1. 1. Our cross servicing is known as _____.
  2. 2. You should more relaxed and friendly when you ______ while talking on the phone.
  3. 4. Taking personal responsibility for a member's complaint is taking ________.
  4. 6. When speaking to members, it is important to vary the ____ of your voice.
  5. 8. Your most important communication tool when you're on the phone is your ______.
  6. 9. The most important customer service skill is ______.
  7. 11. Treat each member as if they're the ____ one that you'll assist for the day.