Unit 5 Respond to Customer Requests & Enquiries

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Across
  1. 2. It is important to greet the caller and ___ yourself when opening the call.
  2. 5. You can obtain complete information about a customers' needs or problems, by using ___ questions.
  3. 7. How you feel about the message, the receiver or even yourself is an example of an ___ barrier.
  4. 9. Touching, shaking hands, holding and bowing are examples of ___ contact.
  5. 11. In ___ communication, we convey messages, ideas and feelings using spoken words.
Down
  1. 1. Active ___ is when you try to understand the real meaning of the words.
  2. 3. It plays an important role in enhancing customer service.
  3. 4. ___ language is an example of non-verbal communication.
  4. 6. A technique for effective communication is to be ___ to listen.
  5. 8. To show that you are listening, extract ___ points and rephrase them.
  6. 9. ___ space is the distance that you feel comfortable between you and another person.
  7. 10. If you are on the phone, let the customer know that you are taking ___.