All About Customer Service

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Across
  1. 1. This builds a bond with your caller.
  2. 5. Understanding and identifying with your customers’ feelings is called _____.
  3. 6. This shows you are willing to take the call.
  4. 8. You sound more relaxed and friendly when you _____ while talking on the phone.
  5. 9. Another word for internal customer is _____.
  6. 11. The most important customer service skill is _____.
  7. 14. With angry customers it’s important to let them do this, _____.
  8. 15. people you serve each day.
  9. 16. Your most important communication tool when you’re on the phone is your _____.
  10. 17. This negative word should be removed from your customer service vocabulary and replaced with situation
Down
  1. 2. Taking personal responsibility for a customer’s complaint is taking _____.
  2. 3. Treat each customer as if they’re the _____ one you’ll deal with that day.
  3. 4. An example of a confirmation word
  4. 7. Delighting your customers means _____ their expectations.
  5. 10. A positive one will make your day better.
  6. 12. You start each call with a friendly _____.
  7. 13. A _____ during a phone conversation can be used to emphasize a point.