Across
- 3. A phrase that leaves people feeling criticized
- 4. Letting the customer know that their feelings are valid
- 7. Statements that benefit YOU and not the customer
- 8. Step one in successfully paraphrasing
- 9. Can be dulled to the point that people react negatively to them due to overuse
- 11. Catchphrase that is used frequently & often ineffective
- 12. A talking customer is a __________ and provides information you need to diffuse the situation
- 13. Example "Good choice, I can see this is important to you?
Down
- 1. Used when providing bad news and sends message that you are not willing to help
- 2. When you reflect what the customer is thinking and feeling
- 5. Sharing what you have in common with the customer
- 6. Who is serving whom. "You'll need to hold"
- 10. Mirror the customer's statements empathetically