Across
- 4. This tool is not only required, but will help you resolve issues
- 6. If you lack this, your customer will too
- 8. This will help you fully understand the issue
- 9. "It was my goal to provide you with five _____ customer service"
- 11. A tool that generates revenue while improving satisfaction
- 12. This tool will help you help customers help themselves
- 14. Customers can hear this in your voice
- 16. We live by this credo
- 18. Showing your willingness to accept the issue
- 19. The company that works for you
- 20. What you should do to the customer at the end of the call
Down
- 1. This should never be over two minutes
- 2. You build this with the customer throughout the call
- 3. Something you do to narrow down the issue
- 5. Something you always want to avoid, keeps things on track
- 7. Allows for a easy, one call experience
- 10. How you should always address your customer (when possible)
- 13. This will help customers see that you understand their concern with their issue(s)
- 15. Practicing this will help you help other people
- 17. The way you talk to a customer; should always be upbeat