Across
- 1. Keep the tone of this calm and pleasant
- 7. Sensitivity when delivering unwanted news
- 9. Temporarily silence
- 10. When there are questions, customer service reps have these
- 12. A positive one of these goes a long way
- 14. This is often played when customers are on hold
- 16. Join together or link
- 17. Settle or find a solution
- 18. Welcome a customer
- 19. Do this actively during a call
- 20. Always give one of these when the company is at fault
Down
- 2. Speak clearly and slowly to improve this
- 3. Sincere and truthful
- 4. What keeps you cool during a frustrating support call
- 5. Colleagues who have your back
- 6. Build this with customers by being accurate and delivering on time
- 8. Don’t make customers wait; their ______ is valuable
- 11. No need to dial this now that calls are handled through a computer
- 13. What your fingers do during chat support
- 15. Quality of being upright and ethical