Across
- 2. Focus on the situation, not the ___________
- 4. If the caller is upset, stay _____
- 7. The customer is mad at the problem, not mad at ____
- 8. It is OK not to not have all the ___________
- 9. Clarify what is being _____
- 10. Focus on the ____
- 11. Actively _____
- 12. This action shows you are understand their feelings
- 14. you Don't forget to say this before you hang up
Down
- 1. Ask permission before you put them on _____
- 3. Use supportive _______
- 5. Be assertive but not _____
- 6. If you do this, you will calm down
- 13. Watch your _____ when speaking to customers
- 14. Have a _____ skin