Across
- 7. Putting yourself in the customer's shoes.
- 9. The "T" in "LEAST".
- 10. Avoid saying "I _____ help you."
- 13. Lack of enthusiasm or concern.
- 17. Methods to prevent escalation.
- 18. The "L" in "LEAST".
- 20. When flustered, take deep _________.
- 22. The "E" in "LEAST".
- 23. You are a customer service ________.
- 25. Try not to _____ the customer.
- 28. Never _____ at the customer.
Down
- 1. Showing concern for the customer.
- 2. This rule is to keep patient info safe.
- 3. Interactions are usually _____ or calls.
- 4. Type of communication dependent on words.
- 5. Acronym to use for helping tough callers.
- 6. Only put on ____ when needed per policy.
- 8. The first "A" of the four "A's".
- 10. This caller type just needs guidance.
- 11. Type of communication other than words.
- 12. Keep the _____ from being too loud/soft.
- 14. Questions that dig deeper.
- 15. Consider your _____ of voice.
- 16. Questions with one of two answer options.
- 19. The "S" in "LEAST".
- 21. Instead of "unfortunately" say this.
- 24. What we do to the customer in every call.
- 26. Always be on _____ or early.
- 27. Try to do this before ending the call.