Handling Difficult Customer Situations

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