Across
- 3. this word can sound "accusatory"
- 7. Rudest Fart (anagram)
- 8. Asking questions will give us
- 10. What you try to do before escalating the call
- 12. A crying customer may make you
Down
- 1. What could happen if the customer is not happy
- 2. What we do at the end of a phone call
- 4. To be placed on ---- too long can be annoying
- 5. What internal terminology do we not use when speaking to customers on the phone
- 6. What we must not make
- 9. On the phone what kind of nods do we do
- 11. Courteous is to be