The ExtraCare Experience Foundation (Gober Method) Crossword

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Across
  1. 5. No ___________ statements helps you when discussing a customer with a colleague, or transferring a call, so you do not infect your colleague with your negative or derogatory opinions about the customer (11)
  2. 6. A question that you can ask your customers and colleagues at the end of a conversation to show you are totally committed to helping them is; “is there ________ ____ I can help you with or do for you?” (8) (4)
  3. 9. The way to move out of being ‘in the Red’, in Circle 3 of the Responsibility and Choice Circles™ is to ______ and Control your response to the situation (6)
  4. 11. The all-important, final phase of a conversation or written document (4) (2)
  5. 12. Reach agreement / satisfaction / ____________ with the next step(s) is the second step when wrapping up a conversation with a customer ensuring, they are happy with the action plan (10)
  6. 15. There is a certain state of mind or ‘mind-set’ which enables you to work successfully to deliver outstanding service to customers. This is called the _______ Excel Mind-set™ (7)
  7. 16. The Positive 1st Response™ template that keeps you calm and confident when responding to a complaint or criticism (4) (4) (5)
  8. 17. Explaining what you’re doing whilst doing it to avoid long gaps and silences is called a _________ Commentary (7)
  9. 19. The second piece of the Service Excel Mind-set™ is to be __________not Pessimistic (10)
  10. 22. The desired 1st response to all requests, questions, complaints & criticisms that we receive from customer and colleagues (8)
  11. 23. The strategy you can use before losing your patience, to involve another service-giver or when you are feeling unsure or overwhelmed is the ____ ___, Handover, Ask for Help Strategy™ (4) (3)
  12. 26. The ______________ & Choice Circles™ is a key strategy for staying ‘in the Black’ (14)
  13. 27. Getting agreement on the ____ _____ is the first step when wrapping up a conversation with a customer, ensuring you are both clear on the action plan and what will happen next using Time Speak™ (4) (5)
  14. 28. The Service-giving Circle is made up of two parts. The ________ side and the Technical side (6)
  15. 29. When you’re in circle 1 of the Responsibility and Choice Circles™ you are focused on what you ___ __ (3) (2)
  16. 30. “Let me see how I can help you…”, “I would be happy to check that for you” are all example of responses you could give when your answer to a request or question is ___ ____or Maybe (3) (4)
  17. 31. The key message of the Star Thrower story is “I can make a ____________” . This is reflected in the fourth and final piece of the Service Excel Mind-set™ (10)
  18. 32. When you’re in Circle 2 of the Responsibility and Choice Circles™, you are focused on who or what you can _________ (9)
  19. 34. The two words which we avoid using are ____’_ & unfortunately (4)
Down
  1. 1. “I’ll contact the supplier and then call you back this afternoon between 2pm and 3pm.” is an example of _______ Speak™ (4)
  2. 2. A complaint is real ____ is the third piece of the Service Excel Mind-set™ (4)
  3. 3. A thoughtful, high-impact statement at the end of a conversation that demonstrates that you have been listening and sincerely care about the customer (11) (5)
  4. 4. In order to give excellent customer service, the best place to be emotionally and behaviourally, is ‘in the __________’ on the Gober Red / Black Continuum™ (5)
  5. 7. Use ___________ 1 > 2 > 3 to construct a Positive 1st Response™ when you must deliver disappointing, potentially upsetting or negative information (8)
  6. 8. You ask the customer for their ____ before requesting technical information or numbers (4)
  7. 10. “Certainly, I’d be delighted to”, “Of Course”, “that would be easy “ to do are all example of responses you could give when your answer to a request or question is _____ (3)
  8. 13. An explanation of what you are going to do, and possibly why, just before you start (7)
  9. 14. Repeat ___ information to ensure accuracy and reassure the customer (3)
  10. 18. The words ‘can’t’ and ‘unfortunately’, when used, create ____________ for the customer (10)
  11. 20. Reports Updates to keep the customer informed as to what is happening and why (8) (7)
  12. 21. You use __________Customer Recognition™ to show you remember the customer or something unique or important about their situation (10)
  13. 24. Explaining the sequence of upcoming steps, actions, events, timeframes, people involved, possible problems or solutions for your customers so that they understand what to expect is described as _____________ (13)
  14. 25. The very first thing to do with a customer whether face-to-face, in writing or on the telephone is your ________ (8)
  15. 33. In wrapping up a conversation, be sure to Exchange _________ Information & give a Team Endorsement (7)