Across
- 5. Apologize for any __________ or stated inconvenience.
- 7. _________ and make eye contact.
- 10. Focus on ________, options, and alternatives.
- 11. Be ____ to new ideas.
- 13. Know when to _________ a supervisor.
- 15. Use _____ language to answer questions.
- 16. Have positive _____ language.
- 17. _____ with a smile.
Down
- 1. Avoid all _______.
- 2. Clarify and ask ____________ before a customer leaves.
- 3. ___________ what you promised.
- 4. Take it professionally, not __________.
- 6. Do not use __________.
- 8. Use strong action-oriented __________ line.
- 9. Treat every customer as if they were your _______ customer.
- 12. Avoid hold times of more than ___ seconds without checking back in.
- 14. Answer the phone within ____ rings.