Across
- 4. Feeling what another feels.
- 9. Microsoft's utility for recording, storing and sharing information.
- 10. Use this to be able to better understand the issues an end-user is having.
- 13. The part of an email that greets the recipient.
- 14. A Microsoft collaboration utility for chatting, meetings and sharing information.
- 16. Relaxing exchange, verbal nods, being adaptable, respecting cultural differences and avoiding assumptions are all part of what?
- 18. Microsoft's web-based collaborative utility used primarily for document management.
- 19. Microsoft's cloud storage.
Down
- 1. To help calm down an end-user who is having a bad day and taking it out on you.
- 2. The amount of curosity a person displays.
- 3. What ALL callers should be treated with.
- 5. 'When did it start' and 'What changed' are examples of what type of question?
- 6. Working together as a team.
- 7. A type of smile that involves the eyes.
- 8. Quality in the voice that expresses the speaker's feelings or thoughts, often toward the person being spoken to.
- 11. When you can finally tell an irate caller to calm down.
- 12. Fortifying a connection with a caller is called building a ______________?
- 15. Don't be afraid to _________ the conversation to get the answers to your probing questions.
- 17. A hardware device that connects externally to a computer system.