Patron-Centred Service Crossword

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Across
  1. 2. Learning platform where you can find Part 1 PCS training video
  2. 4. Agreeing to every request may be a sign that these need work
  3. 6. Patrons might get confused if you use this while talking to them
  4. 11. Paradox that rewards good problem-solving
  5. 12. Provide a patron with alternatives when you can’t say yes to their request
  6. 13. These could be financial, physical, structural or systemic
  7. 14. the practice of looking after your own needs
  8. 15. Applying expectations and polices in response to individual needs
  9. 16. ________ control - Giving information to help a patron feel agency
Down
  1. 1. What makes the dream work
  2. 3. The Patron-Centred Service Team’s out-of-this-world Q&A service
  3. 5. A follow-up conversation after a tough interaction
  4. 7. Sounds like a trio of insects, but actually is an approach to managing patrons’ expectations
  5. 8. Aretha Franklin wants just a little bit
  6. 9. ______ Language; non-verbal communication
  7. 10. This technique can bring someone down from tense emotional heights
  8. 17. Vegetarian ingredient in the recipe for good customer service