Quality Customer Service

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Across
  1. 3. this word can sound rude at times in English so it should be used carefully
  2. 4. add this to your voice to improve your tone
  3. 6. a skill that you took a quiz about in today's session
  4. 9. a future based statement that gives an organisation direction
  5. 10. this type of communication helps us successfully interact with others
Down
  1. 1. one of MPI's core values
  2. 2. the person who is in control of any conversation knows to ask ______
  3. 5. statements that describe how a person is acting
  4. 7. this makes up 55% of our communication
  5. 8. this is a type of person who does not assert themselves