Across
- 1. understanding the customer and putting yourself in their shoes
- 5. the skill of organizing and prioritizing tasks to use time efficiently
- 7. the capacity to remain calm and composed while waiting or dealing with difficult situations
- 9. the resilience to handle criticism and difficult interactions without taking them personally
- 10. acknowledging and owning up to one's actions and their consequences
- 11. the ability to adjust to new conditions and respond effectively to change
- 12. having a solid understanding of products, services, and relevant information
Down
- 2. the ability to convince others to accept a particular viewpoint or take action
- 3. conveying information in a straightforward and understandable way
- 4. the ability to manage emotions and reactions in challenging situations
- 6. being fully present and engaged in the conversation with the customer
- 8. actively paying attention to and understanding what the customer is saying