Customer Service

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