Across
- 3. This is what you do when you inform a customer of relevant information.
- 5. You speak with confidence to display you are this.
- 6. Customer has a sense of ____ in your ability to help resolve their issue.
- 9. Something you might provide to a customer to send in documents for review; alternative to fax #
- 10. ____ and Clarify what you will do; Step 4
- 11. You should speak with this to convey you are knowledgeable.
- 12. Always strive to make a great ___ in all interactions.
Down
- 1. You explain these before the customer asks to help clear up any possible confusion to the process.
- 2. This is a synonym for 'correct'.
- 4. What you do when you accept responsibility for your own actions; hold yourself _____.
- 7. Avoid these types of words/phrases that put distance between you and the customer.
- 8. Provide customers with these to help them answer their own questions.