Across
- 5. Listening attentively to understand a customer's needs
- 8. A sincere apology can go a long way in de-escalating a situation
- 9. Small gestures that go beyond the expected
Down
- 1. Finding solutions that address a customer's concerns
- 2. Maintaining a professional demeanor in challenging situations
- 3. Acknowledging a customer's frustration and showing empathy
- 4. The focus of every customer service interaction
- 6. Working collaboratively to find solutions
- 7. Phrases like "I understand" or "I apologize"