INVH Abusive Caller Protocol

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Across
  1. 3. This is who you should notify when dealing with an abusive caller.
  2. 6. "I can understand why that is frustrating" is an example of an ____ statement.
  3. 7. An _____ cx is not always necessarily an abusive one.
  4. 10. These can upset cx further and unnecessarily escalate a situation. ("I don't know" is an example of this.)
  5. 11. Amount of warnings provided before we can disconnect a call with an abusive cx.
  6. 12. The use of ____ or malediction from either cx or tm is considered abusive.
  7. 13. Try to notify someone that you are dealing with an abusive caller before you provide the ____ warning.
  8. 14. The amount of Harry Potter books.
Down
  1. 1. Loudness or ____ from an angry cx does not necessarily mean they are an abusive caller.
  2. 2. Showing empathy and keeping focus on the facts of what you CAN do are some ways to _____ a call.
  3. 4. This will be sent to INVH CSM by your TL.
  4. 5. Name of the house Harry Potter is in.
  5. 8. Amount of "strikes" cx gets before you may disconnect call.
  6. 9. This potion was used in Harry Potter to temporarily form into someone else.