Across
- 2. CSRs should be knowledgeable about the services and _______ available to clients
- 4. We should always go the extra _____ for our clients
- 6. It is best to remain _____ under pressure
- 8. When more than one resolution is possible, how many possibilities should be offered to the client?
- 9. Always remember, the client is upset with the ______ not you
- 10. Always give one of these when isolved is at fault
- 12. what keeps your cool while on a frustrated call with a client
- 14. This should be on when you answer every call
- 16. When a client is upset or angry let them _____
- 17. The group of people you work with daily
- 18. Take ______ for clients problems or complaints even when they are not your fault
- 19. When a client presents a complaint or chance to improve, they are giving us an______
Down
- 1. Have this type of attitude even on challenging calls
- 3. Treat each client as if they are your _____ client
- 4. What is played when a customer is on hold
- 5. To improve communication you should speak (3 words)
- 7. What active activity should you do during a call
- 11. At isolved we win as _____
- 13. Build this with customer by being accurate and delivering on time
- 15. This is shown by listening carefully and being polite