Across
- 5. Ensuring customers know what to expect in terms of service.
- 7. The extra effort taken to delight customers beyond their expectations.
- 10. A situation that requires immediate action to resolve a customer issue.
- 12. Using positive and polite words to convey a message.
- 14. The state of being dependable and trustworthy.
- 16. Building long-term trust and relationships with customers.
- 17. This is the process of resolving conflicts peacefully.
- 18. Maintaining a consistent tone and professionalism across channels.
Down
- 1. Providing a quick response to inquiries or complaints.
- 2. A person or company that receives goods or services.
- 3. The ability to remain calm under pressure.
- 4. A friendly and welcoming attitude during customer interactions.
- 6. Keeping the customer informed throughout their journey.
- 8. Adapting your communication style to suit the customer’s preferences.
- 9. Proactively solving problems before they escalate.
- 11. Resolving conflicts and disagreements calmly and professionally.
- 12. The practice of carefully hearing what someone has to say.
- 13. The act of solving a problem quickly and effectively.
- 15. This is the ability to understand and share the feelings of another.
- 19. A system used to track and manage customer interactions.