Across
- 2. Share information that may help the customer without being asked
- 4. Guide the customer through the troubleshooting steps together at their pace
- 5. / Respond with a statement or verbal nod that shows you were listening when issue is stated
- 7. Trusting in your knowledge & what you know with statements that reassure the customer you are an expert
- 9. Verbally and through your actions, take accountability to owning the issue
Down
- 1. A statement that displays to the customer that you are the person to resolve issue once and for all
- 3. showing through your actions & words that you WANT to help the customer
- 6. Utilize tools and resources to provide this, that bring the customer along and help solve the customer's issue
- 8. The type of attitude that positively displays a desire to resolve the customer's issue
- 10. Put yourself in their shoes and use genuine statements that show you care