Across
- 3. treat others as you would like to be treated
- 8. in the communications cycle this is the content
- 9. can't be answered with yes or no
- 10. when handling difficult callers, focus on the ____not the person
- 11. excellence of manners or social conduct; polite behavior
- 13. always remember, our lines are _____
- 14. try to put yourself in the customers ____
Down
- 1. treat others as they would like to be treated
- 2. never _____ with the caller
- 4. internal customers
- 5. the most important skill to have at this job
- 6. the assistance and other resources that a company provides to people who buy or use its product or service
- 7. when handling difficult callers, don't let the situation become ____
- 11. external customers
- 12. a pitfall