Quality Customer Care Revision Modules 4 & 5

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Across
  1. 4. Describes a good listener’s quality, showing full focus and engagement.
  2. 6. Listening A listening style where the listener seeks to understand both the spoken and unspoken messages.
  3. 7. Showing understanding and sharing the feelings of another person.
  4. 11. This type of listening filters out parts of a message, only focusing on what the listener wants to hear.
  5. 13. A characteristic of ineffective listening, leading to interruptions and misunderstandings.
  6. 15. The physical act of perceiving sound by detecting vibrations.
  7. 19. A common reaction that listeners must avoid to stay open and effective during communication.
  8. 20. The outcome that customers seek after a complaint, often involving problem-solving and follow-up.
Down
  1. 1. An important quality for active listening, helping to maintain focus and allow the customer to express themselves fully.
  2. 2. A listening style useful in difficult situations or conflict resolution, similar to active listening but with a focus on the emotional content.
  3. 3. A process for handling complaints that aims to resolve the customer’s issue and regain their trust.
  4. 5. A type of customer who politely raises an issue but needs assurance that it will be quickly resolved.
  5. 8. A trait of customers who repeatedly express their concerns to ensure they’re addressed.
  6. 9. A goal of active listening, ensuring that the speaker feels genuinely heard and validated.
  7. 10. Information given back to the speaker as a response to what was shared, important in effective communication.
  8. 12. A customer providing feedback, often highlighting areas of improvement for a service or product.
  9. 14. This type of customer is persistent and will continue to repeat their concerns if they feel unheard.
  10. 16. Often the first step in customer service recovery, acknowledging the customer’s dissatisfaction.
  11. 17. A technique where the listener reflects back the speaker’s words, demonstrating understanding.
  12. 18. Listening A habit where the listener allows outside thoughts to interfere with what’s being said.