Across
- 1. "Just doing my job" is a suggested phrase when a customer says "Thank you". (true/false)
- 4. It shouldn't take ____ people to give good customer service.
- 6. Hearing beyond words
- 11. Ability to understand, empathize with, and respond effectively to the emotions, needs, and perspectives of other people.
- 13. Emotional intelligence is solely about understanding other people's emotions. (true/false)
- 14. A good apology is _____, short and focused on fixing the problem.
Down
- 2. Ability to recognize and understand your own character, feelings, motives, and desires.
- 3. Hearing without actively engaging, processing, or providing feedback
- 5. Possessing the commitment to solve a problem or steer it to someone who will.
- 7. How you show appreciation
- 8. Acknowledging customer's emotions are real
- 9. Softener for requests
- 10. It's almost _____ a good idea to ask the customer to call back.
- 12. Understanding your own emotions and being attuned to others.