Customer Service Week Crossword Puzzle

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Across
  1. 4. Customers who have their complaints satisfactorily resolved tell an average of how many people?
  2. 5. A ___ during a phone conversation can be used to emphasize a point
  3. 6. A positive one will make your day better.
  4. 9. Anticipating problems, heading them off and alerting customers is being ___.
  5. 11. Offering a customer additional products or services is cross-selling or ___.
  6. 13. This negative word should be removed from your customer service vocabulary and replaced with situation
  7. 15. You start each call with a friendly ___.
  8. 16. Your most important communication tool when you're on the phone is your ___.
  9. 17. Customer complaints should be seen as ___ to improve service.
  10. 18. The most important customer service skill is ___.
  11. 19. Another word for internal customer is ___.
Down
  1. 1. When speaking with customers you should vary the ___ of your voice.
  2. 2. Understanding and identifying with your customers' feelings is called ___ .
  3. 3. The people you serve each day.
  4. 7. The annual celebration of the importance of customer service is ___.
  5. 8. Delighting your customers means ___ their expectations.
  6. 10. Taking personal responsibility for a customer's complaint is taking ___.
  7. 12. You sound more relaxed and friendly when you ___while talking on the phone.
  8. 14. With angry customer it's important to let them do this, ___.
  9. 20. Treat each customer as if they're the ___one you'll deal with that day.