Across
- 3. a positive one will make your day better
- 7. The average length of an Intake only call
- 8. another word for a co-worker
- 10. Open-ended questions, Affirming, Reflective listening, and Summarizing.
- 11. Please and thank you
- 12. Another way of saying Customer service job role
Down
- 1. You need to ask these to find out what the customer wants
- 2. paying attention to what one is saying
- 4. You start each call with a friendly ____
- 5. A ____ during a phone conversation can be used to emphasize a point
- 6. The opposite of cold
- 9. Are the people you serve each day
- 10. complaints should be seen as an ___ to improve