Defusing Hostile Customers Crossword Puzzle

Words like sometimes, often, might be, could be are called verbal _______ because they make
_______ allows both you and the angry customer to calm down by inserting a "break in the angry interaction"
"Were you aware that you could..." is a way of using a _______ instead of a direct harsh sounding statement (e.g. You must go to...)
Language which sounds argumentative or tends to cause conflicts to escalate is called this.
This technique involves focusing the angry customer's attention away from his or her emotions.
The best way to get a person on the phone to yield control and start listening is to remain _____.
"Whatever" is an example of a ___ _____ that creates more anger.
By identifying your _______, you are more likely to be able to stay in control of your own emotions.
The four stage acronym for the Defusing Hostile Customers System
Often, a _______ to a supervisor will cause an abusive customer to behave more appropriately because of the status effect.
Along with active listening, ______ is an important technique to show that you are concerned about the customer's issue.
You should never counter _______ when a customer is insulting or aggressive since it gets you stuck in an escalating argument.
The ________ cycle describes how angry interactions get worse very quickly.
This tactic involves isolating the angry customer on his or her own for a short time to allow him or her to reflect on his or her behavior.
Language that tends to put you and an angry customer "on the same side" is called _______ language.
One very powerful verbal self defense skill involves saying "Your are _____", because an angry customer doesn't expect you to say this.
The "R" in the CARP model stands for this.
Rule 1 when trying to defuse a customer: Deal with the _______ first.
Rather than refusing a customer request, always try to give _____
A customer who feels ________ is more likely to strike out physically or verbally
"I don't care..." is an example of a ___ ____, which almost always makes an angry customer angrier.
Even if you can't solve the customer's problem, you can come across as concerned and ________.
Even if the customer says something that is wrong, do not attempt to ______ the person, since that causes wasteful arguing.
When a customer accuses you of something, you should never ______ yourself, since that keeps you in the abuse game.
Customers need to know that you ____ or they will get angrier.