Across
- 1. known for their attention to detail
- 4. dominant, controlling, dynamic and active
- 8. easy to talk with, friendly and cooperative, just wanted to fix their issues
- 9. tend to talk on topics not related to the concern he/she and the agent is discussing
- 10. abusive language and threats are present to this
Down
- 2. considered victims of the company product or services’ error
- 3. turn to agents to blow the problem out of proportion.
- 5. perceive that the issue they have is too complex and difficult to the agents to deal
- 6. angry even before they made contact with the call center agent
- 7. normally misinformed but sometimes behave like they know more than what agents do