Handling Difficult Customer Situations

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Across
  1. 2. If customer states he will go to the ________, transfer to an OFS.
  2. 5. If customer requests that the call not be recorded; what personal service skill should be used to respond to the customer?
  3. 7. If customer insists on receiving a transcript of his call ____________ to an OFS
  4. 10. Remain calm and reassure caller, apologize when appropriate, provide benefit of the doubt, focus on the solution, offer 'special' attention, allow caller to be angry are all tips on handling a(n) ___________ caller.
  5. 11. Be professional, be aware of own tone, remain calm and confident – avoid over reacting, focus on solution, keep client perspective, apply sincere empathy, verbally take ownership are some de-escalation tips for handing a(n) __________ caller.
  6. 13. Immediately following a _____________ call; you should speak with OFS or CSManager.
  7. 15. In the event of a system outage, never write down the customer's ____________ to enter later.
Down
  1. 1. If customer requests that the call not be recorded, the first step is to ask the caller to explain about recording call.
  2. 3. Phone transcripts are _______ available to customers.
  3. 4. Be patient, stay polite but gain control by asking questions and summarize key points are all tips on handling a(n) caller. (Hint: The customer is not confused)
  4. 6. ________ drop off the call after the customer is connected to the OFS.
  5. 8. When transferring to an OFS, always provide OFS short __________ of reason for caller's escalation prior to releasing customer in to call.
  6. 9. If customer threatens to contact an attorney or agency, transfer to an OFS.
  7. 12. If customer asks to speak to a supervisor, due not push back or ___________, transfer to an OFS.
  8. 14. If a customer asks to speak to Aon's __________, transfer to an OFS.
  9. 16. If customer is uncomfortable providing the last 4 of their SSN when required, what alternative can be provided?