Across
- 6. ________ Paradox that rewards good problem-solving
- 7. Giving information to help a patron feel agency; _____ control
- 9. Agreeing to every request may be a sign that these need work
- 11. Vegetarian ingredient in the recipe for good customer service
- 12. Sounds like a trio of insects, but actually is an approach to managing patrons’ expectations
Down
- 1. This technique can bring someone down from tense emotional heights
- 2. A follow-up conversation after a tough interaction
- 3. Provide a patron with alternatives when you can’t say yes to their request
- 4. These could be financial, physical, structural or systemic
- 5. The Patron-Centred Service Team’s out-of-this-world Q&A service
- 8. Patrons might get confused if you use this while talking to them
- 10. Applying expectations and polices in response to individual needs