Service Skills: Helping The Customer Efficiently

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Across
  1. 1. "Just doing my job" is a suggested phrase when a customer says "Thank you". (true/false)
  2. 4. It shouldn't take ____ people to give good customer service.
  3. 6. Hearing beyond words
  4. 11. Ability to understand, empathize with, and respond effectively to the emotions, needs, and perspectives of other people.
  5. 13. Emotional intelligence is solely about understanding other people's emotions. (true/false)
  6. 14. A good apology is _____, short and focused on fixing the problem.
Down
  1. 2. Ability to recognize and understand your own character, feelings, motives, and desires.
  2. 3. Hearing without actively engaging, processing, or providing feedback
  3. 5. Possessing the commitment to solve a problem or steer it to someone who will.
  4. 7. How you show appreciation
  5. 8. Acknowledging customer's emotions are real
  6. 9. Softener for requests
  7. 10. It's almost _____ a good idea to ask the customer to call back.
  8. 12. Understanding your own emotions and being attuned to others.