Across
- 5. Fair middle ground.
- 8. Be consistent and trustworthy
- 11. Own actions and mistakes.
- 13. Calm voice reassures; harsh tone escalates.
- 14. Being considerate and polite.
- 15. Solve problems successfully.
- 16. Fully focusing to understand, not just hear.
Down
- 1. Reduce tension calmly.
- 2. Understanding the customer’s feelings.
- 3. Posture, gestures, and expressions matter.
- 4. Adjust to situations.
- 6. Rules for consistent handling.
- 7. Customer dissatisfaction.
- 9. Show attention and respect.
- 10. Being responsible, polite, and competent at work.
- 12. Collaborate for good service.