Across
- 5. No ___________ statements helps you when discussing a customer with a colleague, or transferring a call, so you do not infect your colleague with your negative or derogatory opinions about the customer (11)
- 6. A question that you can ask your customers and colleagues at the end of a conversation to show you are totally committed to helping them is; “is there ________ ____ I can help you with or do for you?” (8) (4)
- 9. The way to move out of being ‘in the Red’, in Circle 3 of the Responsibility and Choice Circles™ is to ______ and Control your response to the situation (6)
- 11. The all-important, final phase of a conversation or written document (4) (2)
- 12. Reach agreement / satisfaction / ____________ with the next step(s) is the second step when wrapping up a conversation with a customer ensuring, they are happy with the action plan (10)
- 15. There is a certain state of mind or ‘mind-set’ which enables you to work successfully to deliver outstanding service to customers. This is called the _______ Excel Mind-set™ (7)
- 16. The Positive 1st Response™ template that keeps you calm and confident when responding to a complaint or criticism (4) (4) (5)
- 17. Explaining what you’re doing whilst doing it to avoid long gaps and silences is called a _________ Commentary (7)
- 19. The second piece of the Service Excel Mind-set™ is to be __________not Pessimistic (10)
- 22. The desired 1st response to all requests, questions, complaints & criticisms that we receive from customer and colleagues (8)
- 23. The strategy you can use before losing your patience, to involve another service-giver or when you are feeling unsure or overwhelmed is the ____ ___, Handover, Ask for Help Strategy™ (4) (3)
- 26. The ______________ & Choice Circles™ is a key strategy for staying ‘in the Black’ (14)
- 27. Getting agreement on the ____ _____ is the first step when wrapping up a conversation with a customer, ensuring you are both clear on the action plan and what will happen next using Time Speak™ (4) (5)
- 28. The Service-giving Circle is made up of two parts. The ________ side and the Technical side (6)
- 29. When you’re in circle 1 of the Responsibility and Choice Circles™ you are focused on what you ___ __ (3) (2)
- 30. “Let me see how I can help you…”, “I would be happy to check that for you” are all example of responses you could give when your answer to a request or question is ___ ____or Maybe (3) (4)
- 31. The key message of the Star Thrower story is “I can make a ____________” . This is reflected in the fourth and final piece of the Service Excel Mind-set™ (10)
- 32. When you’re in Circle 2 of the Responsibility and Choice Circles™, you are focused on who or what you can _________ (9)
- 34. The two words which we avoid using are ____’_ & unfortunately (4)
Down
- 1. “I’ll contact the supplier and then call you back this afternoon between 2pm and 3pm.” is an example of _______ Speak™ (4)
- 2. A complaint is real ____ is the third piece of the Service Excel Mind-set™ (4)
- 3. A thoughtful, high-impact statement at the end of a conversation that demonstrates that you have been listening and sincerely care about the customer (11) (5)
- 4. In order to give excellent customer service, the best place to be emotionally and behaviourally, is ‘in the __________’ on the Gober Red / Black Continuum™ (5)
- 7. Use ___________ 1 > 2 > 3 to construct a Positive 1st Response™ when you must deliver disappointing, potentially upsetting or negative information (8)
- 8. You ask the customer for their ____ before requesting technical information or numbers (4)
- 10. “Certainly, I’d be delighted to”, “Of Course”, “that would be easy “ to do are all example of responses you could give when your answer to a request or question is _____ (3)
- 13. An explanation of what you are going to do, and possibly why, just before you start (7)
- 14. Repeat ___ information to ensure accuracy and reassure the customer (3)
- 18. The words ‘can’t’ and ‘unfortunately’, when used, create ____________ for the customer (10)
- 20. Reports Updates to keep the customer informed as to what is happening and why (8) (7)
- 21. You use __________Customer Recognition™ to show you remember the customer or something unique or important about their situation (10)
- 24. Explaining the sequence of upcoming steps, actions, events, timeframes, people involved, possible problems or solutions for your customers so that they understand what to expect is described as _____________ (13)
- 25. The very first thing to do with a customer whether face-to-face, in writing or on the telephone is your ________ (8)
- 33. In wrapping up a conversation, be sure to Exchange _________ Information & give a Team Endorsement (7)