Across
- 1. Who, what, where, when, and why are what kind of questions?
- 4. A way of regarding, understanding, or interpreting something; a mental impression. This is not only visual, but can be true with words.
- 8. Stating words in a new, clearer, or different way.
- 10. One of three factors of customer service success. Every customer interaction has this.
- 11. Don't let the customer get your (blank).
- 12. The ability to address the customer's needs and wants.
- 13. Quality in the voice, especially one that expresses the speaker's feelings.
Down
- 1. One of three factors of customer service success. Most public organizations have (blank) to make an impression.
- 2. The ability to understand and share the feelings of another.
- 3. You should always begin and end transactions on the (blank) level.
- 5. The 5 A's of Human (blank) are Acknowledge, Appreciate, Assure, Apologize, and Affirm.
- 6. Repeating your words using what someone else was saying.
- 7. Calm, Listen, Empathize/Apologize, Accept Responsibility/Acknowledgement, Resolve.
- 9. Feelings of pity and sorrow for someone else's misfortune (drives disconnection).