Across
- 2. help this customer by acknowledging their understanding and taking control
- 4. A way of showing the tenant you're listening
- 6. a law we must abide by to protect everyone's information
- 7. respond to this customer only once they have calmed down
- 10. 'mhmm' 'I see' 'yes, I understand'
- 13. A question you ask to get the finer details
- 14. A word you should avoid when declining a tenants request
- 15. the process we follow with a difficult customer
Down
- 1. The best way to finish the call
- 3. reassure the resident that you will provide a prompt service
- 5. A question you ask to encourage an explanation
- 8. giving all of your attention
- 9. show you care about the customers issue
- 11. a customer that needs a listening ear
- 12. to encourage the customer to explain calmly