Across
- 5. Allowing customers to resolve issues on their own.
- 8. Using _______ words that create a welcoming atmosphere.
- 9. The highest standard for customer service.
- 10. Building a personal connection with 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. Keeping the customer informed while they wait.
- 20. Comments given to help improve performance.
Down
- 1. Outlining what are next ________ for the customer.
- 2. Expressing thanks to the customer.
- 3. Solving the customer’s issue on the first call.
- 4. Summarizing the main points of the conversation.
- 6. Recognizing special _________ in the customer’s life.
- 7. Giving your full attention to the customer.
- 11. 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.