Telephone Customer Service Crossword Puzzle

QUESTIONS LIST:

• answer : what should you always do within a few rings when a call comes in?
• friendly : how should your voice sound when greeting a caller?
• identification : when answering, what’s important to include right away?
• clarifying : what kind of questions should you ask to understand the caller’s issue?
• notes : what should you be taking during every call to record key details?
• preparation : what must you do before making a professional call?
• concise : how should your communication style be throughout the call?
• empathy : showing understanding and care is an example of what?
• active : paying full attention and responding thoughtfully is what kind of listening?
• summarize : what should you do to confirm understanding of what the customer said?
• update : during the call, what should you do so the client always knows what’s happening?
• length : before putting a caller on hold, what should you explain about the hold times?
• recap : before ending a call, what should you restate to confirm resolution?
• next : after solving an issue, what steps should you outline for the customer?
• thank : what should you always say to the customer before hanging up?
• professionally : how should you conduct yourself in every phone interaction?