Across
- 4. Having dependability creates a culture of ___ ____.
- 6. When we understand, we are compelled to ___.
- 10. People can always hear your ___ over the phone.
- 11. Avoid ____. Instead focus on the interaction.
- 13. Never ___ at the customer.
- 14. Don’t be ___. Instead, try to consider every issue in the call.
Down
- 1. Never assume the customer has the same cultural ___ as you.
- 2. Having ___ in your procedures helps the customer also have it in the company.
- 3. If you don’t have a strong ___ it shows lack of confidence.
- 4. Being ___ enables kindness.
- 5. Customers will make ___ about representatives based on the rep’s voice.
- 7. ___ is important to avoid communication errors.
- 8. Instead of “unfortunately” say this word.
- 9. Instead of showing this, show empathy.
- 12. Don’t ___ the customer. Instead show active listening.