YOU Are an Important Piece of the Puzzle!!

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Across
  1. 1. Always treat your customers with _______!
  2. 2. Be sure to keep a good ____ when speaking to customers.
  3. 5. We always want to make our customers feel ______.
  4. 7. In order to understand what a customer needs, we must ______ to what they are saying.
  5. 10. To recognize the fact, importance or quality of.
  6. 11. A positive one will make your day better!
  7. 12. Avoiding excessive non-productive time and keeping the customer on track.
  8. 13. Who ties the whole thing together?
  9. 14. Taking personal responsibility for customer's complaints.
  10. 15. "Thank you so much, I appreciate your patience"
  11. 17. Treat each customer as if they're the ____one you'll deal with that day.
  12. 18. "May I have the name of your REP?"
  13. 21. Follow-up questions that we ask when we do not fully understand a situation.
  14. 22. Anticipating problems, heading them off and alerting the customer,
  15. 23. Greet every customer with a _____!
  16. 24. Doing the right thing when no one is looking is to have _________.
Down
  1. 1. "It'll be my pleasure to assist you today"
  2. 3. Customer complaints should be seen as an ___________ to improve service.
  3. 4. When a customer is upset, you must remain ____.
  4. 6. "I'm so sorry to hear that"
  5. 8. Working to gain a clear understanding of the customer's needs and guiding to understand them.
  6. 9. The act of speaking on behalf of or in support of the customer.
  7. 10. Required or expected to justify actions or decisions; responsible
  8. 16. Who are we here to help?
  9. 19. My Oncor Alerts, Post Call Survey, Email, Photo Collection
  10. 20. Delighting your customers means you are _________ their expectations.