Across
- 1. This builds a bond with your caller.
- 5. Understanding and identifying with your customers’ feelings is called _____.
- 6. This shows you are willing to take the call.
- 8. You sound more relaxed and friendly when you _____ while talking on the phone.
- 9. Another word for internal customer is _____.
- 11. The most important customer service skill is _____.
- 14. With angry customers it’s important to let them do this, _____.
- 15. people you serve each day.
- 16. Your most important communication tool when you’re on the phone is your _____.
- 17. This negative word should be removed from your customer service vocabulary and replaced with situation
Down
- 2. Taking personal responsibility for a customer’s complaint is taking _____.
- 3. Treat each customer as if they’re the _____ one you’ll deal with that day.
- 4. An example of a confirmation word
- 7. Delighting your customers means _____ their expectations.
- 10. A positive one will make your day better.
- 12. You start each call with a friendly _____.
- 13. A _____ during a phone conversation can be used to emphasize a point.