Across
- 4. urgent pet arrival
- 8. type of tone that builds trust
- 11. skill for hearing more than just words
- 12. essential tool for communication
- 14. a tense moment or client escalation needs this
- 16. you might explain cost with this sheet
- 17. a calm respectful tone shows this
Down
- 1. polite way to decline unreasonable client demands
- 2. med, specialty dealing with internal organs
- 3. the R in CSR
- 5. a good csr shows this quality under pressure
- 6. this is often required before treatment
- 7. paperwork needed before procedure
- 9. doctors title in the vet world
- 10. CSR's keep this calm even when clients aren't
- 13. where critical pets are monitored
- 15. important skill for understanding concerns