Across
- 2. Allowing customers to resolve issues on their own.
- 5. Keeping the customer informed while they wait.
- 7. Using words that create a welcoming atmosphere.
- 8. The highest standard for customer service.
- 9. Building a personal connection with the customer.
- 11. Expressing thanks to the customer.
- 12. Restating the customer’s concern in your own words.
- 13. Asking questions to find the root cause of an issue.
- 14. Pointing out _________ of a product or service.
- 17. Reduce the number of times a customer is _________.
- 19. Comments given to help improve performance.
Down
- 1. Solving the customer’s issue on the first call.
- 2. Outlining what next______ for the customer.
- 3. Summarizing the main points of the conversation.
- 4. Special events in the customer’s life.
- 6. Giving your full attention to the customer.
- 10. Anticipating and addressing needs before they arise.
- 15. Showing understanding through your words.
- 16. Making sure a handoff to another agent is ________.
- 18. Teaching customers how to avoid future problems.