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Angry clients
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Empathy: Show _________ by recognising their frustration.
Tone: If you are smiling this will reflect in the ________ of your voice.
Confident: You need to be ________ to control the call.
Questions: By asking _______ , you can identify the issue.
Acknowledge: You must _________ customers feelings.
Hold: If you are struggling, place the caller on ______ .
Emotions: Do not allow ________ to cloud your judgement.
Breathe: Remember to ________ slowly in order to stay calm.
Shoes: Put yourself in the customers ________ .
Angry clients
Across:5. | If you are struggling, place the caller on ______ . | 6. | If you are smiling this will reflect in the ________ of your voice. | 7. | By asking _______ , you can identify the issue. | 8. | Show _________ by recognising their frustration. |
| | Down:1. | You need to be ________ to control the call. | 2. | You must _________ customers feelings. | 3. | Put yourself in the customers ________ . | 4. | Do not allow ________ to cloud your judgement. |
| |
© 2013
PuzzleFast.com, Noncommercial Use Only
Angry clients
Across:5. | If you are struggling, place the caller on ______ . | 6. | If you are smiling this will reflect in the ________ of your voice. | 7. | By asking _______ , you can identify the issue. | 8. | Show _________ by recognising their frustration. |
| | Down:1. | You need to be ________ to control the call. | 2. | You must _________ customers feelings. | 3. | Put yourself in the customers ________ . | 4. | Do not allow ________ to cloud your judgement. |
| |
© 2013
PuzzleFast.com, Noncommercial Use Only