Service Excellence

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Across
  1. 2. Avoid using this type of question
  2. 5. An example of taking ownership - provide information you know is correct
  3. 6. Service means more the just being _____
  4. 8. A listening ______ is a predictable pitfall
  5. 9. Use _____ language
  6. 11. x-ray _____ zulu
  7. 13. TEDS are this type of question
  8. 15. "I am sorry that happened to you"
Down
  1. 1. Communicators are ______ listeners
  2. 3. A type of question that explores and expands information
  3. 4. We have an _____over whether someone has a positive reaction with us
  4. 7. delta _____ foxtrot
  5. 10. To build ____ means to build a close and harmonious relationship
  6. 12. "It sounds like that's been very difficult for you"
  7. 14. Be aware of any unconscious _____ you may have