Customer Service

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Across
  1. 1. Maintaining a professional demeanor in challenging situations
  2. 4. SOLVING Finding solutions that address a customer's concerns
  3. 6. Acknowledging a customer's frustration and showing empathy
  4. 9. The focus of every customer service interaction
  5. 10. STATEMENTS Phrases like "I understand" or "I apologize"
  6. 12. SATISFACTION SURVEY A valuable tool for gathering customer feedback
Down
  1. 2. EXPECTATIONS Small gestures that go beyond the expected
  2. 3. COMMUNICATION Speaking clearly and professionally, but with a friendly tone
  3. 5. KNOWLEDGE In-depth knowledge of products or services
  4. 7. LISTENING Listening attentively to understand a customer's needs
  5. 8. Working collaboratively to find solutions
  6. 11. A sincere apology can go a long way in de-escalating a situation