Sit, Stay, Solve!

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Across
  1. 4. urgent pet arrival
  2. 8. type of tone that builds trust
  3. 11. skill for hearing more than just words
  4. 12. essential tool for communication
  5. 14. a tense moment or client escalation needs this
  6. 16. you might explain cost with this sheet
  7. 17. a calm respectful tone shows this
Down
  1. 1. polite way to decline unreasonable client demands
  2. 2. med, specialty dealing with internal organs
  3. 3. the R in CSR
  4. 5. a good csr shows this quality under pressure
  5. 6. this is often required before treatment
  6. 7. paperwork needed before procedure
  7. 9. doctors title in the vet world
  8. 10. CSR's keep this calm even when clients aren't
  9. 13. where critical pets are monitored
  10. 15. important skill for understanding concerns