Service SuperStars

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Across
  1. 1. Keep the tone of this calm and pleasant
  2. 7. Sensitivity when delivering unwanted news
  3. 9. Temporarily silence
  4. 10. When there are questions, customer service reps have these
  5. 12. A positive one of these goes a long way
  6. 14. This is often played when customers are on hold
  7. 16. Join together or link
  8. 17. Settle or find a solution
  9. 18. Welcome a customer
  10. 19. Do this actively during a call
  11. 20. Always give one of these when the company is at fault
Down
  1. 2. Speak clearly and slowly to improve this
  2. 3. Sincere and truthful
  3. 4. What keeps you cool during a frustrating support call
  4. 5. Colleagues who have your back
  5. 6. Build this with customers by being accurate and delivering on time
  6. 8. Don’t make customers wait; their ______ is valuable
  7. 11. No need to dial this now that calls are handled through a computer
  8. 13. What your fingers do during chat support
  9. 15. Quality of being upright and ethical