Across
- 2. When answering a call what can make a difference?
- 4. During the call you should always speak in a ........ manner.
- 7. When placing a Member on hold what must you ask?
- 9. What should we always give to our Members. Our .....
- 11. The tone in your voice conveys your ......
- 12. What is the first thing you should do when speaking with an angry Member?
- 13. When returning from having a Member on hold you should say ....
- 14. A greeting (phone or chat) should always include your ......
Down
- 1. Who should hang up or end a chat first?
- 3. What is the purpose of asking a Members name and date of birth?
- 5. What must you try not to do when talking to an angry Member?
- 6. Should a chat be treated the same as a telephone call in the respect of importance, attention and focus?
- 8. How do you know you have understood the Members question or problem?
- 10. Body language is replace with what when talking on the phone?