Across
- 3. A useful emotion in stressful situations
- 4. A hand gesture to pass blame that might annoy a customer
- 5. 'Own the ___' to show that you are taking responsibility
- 7. You can ask them to help with a customer if you need assistance
- 8. The number of positive experiences needed to make up for one negative experience
- 10. Something to maintain to show a customer that you are actively listening
Down
- 1. The airline featured in the customer service video
- 2. This worker uses scissors when interacting with customers
- 6. A messenger used by customers to contact customer service
- 9. The ability to understand and share the feelings of another person