Type
Crossword
Description

An HVAC rep's _______to compliment a customer can result in editorializing. Intent
The Biggest __________to communications is the assumption that it happened Barrier
Never make the _________ that the listener understands you assumption
An HVAC company's service __________ is impacted by honesty Perception
The Split Second Response yields a greater ________ of control Intent
Non Verbal ________speaks loudly Behavior
Each person is ___________ for his or her own behavior Responsible
Listening is ________ percent of the communication process Fifty
HVAC reps should ask questions when they are uncertain of their _______ facts
HVAC reps need to handle each customer individually so the customer will _______their problem is a separate event Think
Our customers get inference and take ______ from how things are said Meaning
Ignore distractions in your ________________ _________ PeripheralVison
Customers feel better when we ______them time to work off some steam Give
People want to work with someone they _______ not someone who will make promises they can not keep Trust
To minimize errors, purchase order details must be _________ Verified
A person without facts is just a person with an Opinion
The purpose of a consonant is to ________the vowels Seperate
Customers _______ what they want to hear Hear
Words will either satisfy or annoy our customers depending on their use and _______ Context
Employers should consider a new hire's ________when mistakes arise Feelings
Your ________ can be easily misunderstood Words
How you say something is just as important as ______ you say What
Verbal junk includes words we ________that add nothing meaningful Say
About 20 __________of what is communicated is content and about 80 percent is tone or variety of nonverbal behavior Percent
Placebo service _______do not work Statements
Consonants help to start and stop your ________ Vowels
It's not what you say, it's _____ you say it How
The _____ of your voice says more than the content Tone
A Split Second Response starts with a _____ Pause
Empathy is the capacity to ______ the emotions of others Feel
Beware of similar sounding ________on the phone Consonants
During the first few _______a customer forms a first impression Seconds
Avoid using ______because they probably not true AbsoluteExtremes
When customers yell, don't _______ it personally Take
Writing down the key facts helps to _____confusion Minimize
Being complacent by not wearing shoe covers can get to be a bad _______ Habit
Be an _________ listener Empathetic

WHAT ARE SOFT SKILLS? Crossword

Type
Crossword
Description

The opposite of negative Positive
To turn up the corners of one's mouth Smile
Paying attention to what one is saying Listening
To relate to another's situation empathy
The act of conveying a message to others communication
Our occupation customer service
Acquired facts and information knowledge
I am sorry, for example apology
to restate a customer's issue for clarity paraphrase
Keeping the customer on track call control
saying hello greeting
The part of your voice that should be positive tone
choices options
heartfelt; wholehearted sincere
two or more people communicating are having this conversation
the head of a group leader
amiable friendly
resolving all concerns in one interaction ocr
the loudness of a sound volume
the opposite of positive negative

Customer service Crossword

Type
Crossword
Description

Watch your _____ when speaking to customers Tone
Clarify what is being ____ said
Have a _____ skin Thick
Focus on the _______ Customer
Actively ______ Listen
Use supportive ______ Language
Be assertive but not __________ aggressive
If the caller is upset, stay ______ Neutral
Focus on the solution, not the ______ Problem
This action shows you understand the caller's feelings Empathy
It is ok not have all the ______ answers
The customer is mad at the problem, not mad at ______ You
If you do this, you will calm down breathe
Don't forget to say this before you hang up Thank you
Ask permission before you put the person on ____ hold

Customer Service Week Crossword

Type
Crossword
Description

Recognize with gratitude; be grateful for appreciate
Transmit information communicate
A form used in making a request application
When a customer's service is not working we submit a ____ ticket trouble
Someone who pays for goods or services Customer
The opportunity to pay a bill late without having services shut off is an arrangement
Hear with intention listen
Watch your ______ when speaking to customers tone
Work done by one person or group that benefits another service
To add autopay a customer must log into smarthub
Being of service or assistance helpful
A facial expression characterized by turning up the corners of the mouth; usually shows pleasure or amusement smile
The first known use of a ______ was in 1885 phone
Customers that put their services on vacation over the summer are called snowbirds
If the caller is upset, stay calm

Communication Crossword

Type
Crossword
Description

____________ is an exchange of information through the use of words or actions. communication
Three parts of all communication: ____________, receiver and message. sender
The better you communicate, the stronger your ____________ are likely to be. relationships
True or False: Verbal communication is the kind of communication people use least. False
In _______________ communication, you get your message across without using words. nonverbal
Body language sends messages by posture, ____________, and facial expressions. gestures
An example of nonverbal communication is a _________________. smile
Careful ______________ is necessary for effective communication. listening
________ is having a sense of what to do or say to avoid offending others. tact
When speaking, make clear ________ statements and be specific. simple
When speaking use ___________when you express ideas or give suggestions. examples
Use body _____________ to show you are listening carefully. language
An advantage of writing out your thoughts is being able to make changes ______ sending. before
A challenge is writing out your thoughts is that the _____________ can not ask what you meant. receiver

Customer Service Week Crossword Puzzle

Type
Crossword
Description

Your most important communication tool when you’re on the phone is your _____. voice
Another word for internal customer is _____. coworker
Taking personal responsibility for a customer’s complaint is taking _____ o w n e r s h i p
You sound more relaxed and friendly when you _____ while talking on the phone. s m i l e
You start each call with a friendly ____ g r e e t i n g
Offering a customer additional products or services is cross-selling or _____. u p s e l l i n g
With angry customers it’s important to let them do this, _____. v e n t
A positive one will make your day better. a t t i t u d e
The annual celebration of the importance of customer service is _____. (3 words). CustomerServiceWeek
Customer complaints should be seen as _____ to improve service. opportunit
Delighting your customers means _____ their expectations. exceeding
When speaking with customers you should vary the _____ of your voice. Tone
The people you serve each day. customers
Anticipating problems, heading them off and alerting customers is being _____. proactive
Treat each customer as if they’re the _____ one you’ll deal with that day. only
Customers who have their complaints satisfactorily resolved tell an average of how many people? five
The most important customer service skill is _____. listening

What Are Soft Skills Crossword

Type
Crossword
Description

keeping the customer on track call control
Our occupation Customer Service
The part of your voice that should be positive Tone
choices Options
amiable Friendly
Acquired facts and information Knowledge
two or more people communicating are having this conversation
I am sorry, for example apology
the loudness of a sound Volume
Paying attention to what one is saying listening
saying hello greeting
heartfelt;wholehearted sincere
the act of conveying a message to others communication
The opposite of negative positive
the opposite of positive negative
to turn up the corners of one's mouth smile
To relate to another's situation empathy
To restate a customer's issue for clarity paraphrase
the head of a group leader

PBIS Crossword Puzzle

Type
Crossword
Description

A person can show _______ by looking someone in the eyes while talking to them. respect
A student is being ___________ when they are prepared, they use appropriate language and are aware of their surroundings. responsible
If a person is kind to others and reports any unsafe or inappropriate behavior, they are being good ______________ members. community
In what area of the building is it important to always walk on the right side. hallway
Rules are often put in place to help keep everyone _________. safe
Walking quietly in line is an example of ____________ behavior. responsible
Part of being a good community memmber is ____________ others. helping
Always keep your _________ to yourself hands
Before eating or after using the restroom always ________ your hands. wash
When a teacher is giving directions, listening to all of the directions before beginning is an example of ________ respectful behavior
Eyes on the speaker, ears listening, body still, hands free and voice off are qualities of _______________. whole body listening
On the bus it is important to maintain a _____________ voice level. quiet
It is never acceptable to put your hands on someone without their ______________.. permission
Please chew with your mouth __________. closed
Practicing good hygiene and trying your best is showing _____________. responsible behavior

Literary Devices Crossword

Type
Crossword
Description

Repetition of a beginning sound for effect. Alliteration
Reference to a well known character or event from history, literature etc. Allusion
Repetition of the sound of a vowel or diphthong. Ex: belt, felt Assonance
Reassurance of similar sounds especially consonants. Ex: pitter, patter. Consonance
A positive statement expressed by negating its opposite expressions. Litotes
a long narrative poem about someone who does heroic deeds. Ex: The Oddessy Epic
Language that uses words or expressions with a meaning that is different from the literal interpretation. Figurative Language
Poetry that is free from limitations of regular meter or rhythm and does not rhyme with fixed forms. Free Verse
Extreme Exaggeration. Hyperbole
Phrase or word stating one unlike thing is another Metaphor
Words that imitate sound. Onomatopoeia
Giving human qualities to inanimate objects. Personification
Repeats same word or phrase to make idea more clear Repetition
Correspondence of sound between the words or the endings of words especially when these are at the ends of lines of poetry. Rhyme
Comparing two unlike things using 'like' or 'as' Simile
The person telling the story. (Not to be confused with author) Speaker
A group of lines forming the basic reassuring metrical unit in a poem; a verse, Stanza
Mental Picture created by the way the author writes Imagery
Story poem or picture that can be interpreted to reveal a hidden meaning, typically a moral or political one. Ex: Animal Farm Allegory
Phrase so overused it lost its original meaning. Cliche
The use of humor, irony exaggeration or ridicule to expose and criticize peoples stupidity or vices. Ex: Animal Farm Satire

Computer Basics ! Crossword

Type
Crossword
Description

an electronic device that manipulates information, or data. It has the ability to store, retrieve, and process data Computer
any part of your computer that has a physical structure, such as the keyboard or mouse. Hardware
any set of instructions that tells the hardware what to do and how to do it Softwarwe
the metal and plastic box that contains the main components Computer Case
one of the main ways to communicate with a computer. Keyboard
another important tool for communicating with computers. Commonly known as a pointing device. Mouse
is used to print documents, photos, and anything else that appears on your screen. printer
is the computer's main circuit board motherboard
your system's short-term memory RAM
where your software, documents, and other files are stored hard drive
is the most important software that runs on a computer. It manages the computer's memory and processes, as well as all of its software and hardware. It also allows you to communicate with the computer without knowing how to speak the computer's language operating system
What id a shorter term for Wireless Internet Connection Wifi
is a type of software that allows you to perform specific tasks app
llows you to write a letter, design a flyer, and create many other types of documents word proccessor
the tool you use to access the Internet web browser
any type of software that is designed to damage your computer or gain unauthorized access to your personal information Malware
measured in megahertz (MHz), or millions of instructions per second; and gigahertz (GHz), or billions of instructions per second. speed
When you save a file, the data is written to the hard drive, which acts as long-term storage
is responsible for what you see on the monitor video card
also called an audio card—is responsible for what you hear in the speakers or headphones sound card

Activity 1 spot the ha Crossword

Type
Crossword
Description

A set of values, which involves the right approach, attitude, precise behavior, respect for others and lively communication. Positive Work Ethics
Without double-dealing, untruthful or larceny; integrity at work. Honesty
Shows wholeness and reliability in a person's character and in an organization; implies strength and stability. Integrity at Work
hard to earn and even harder to get back after you've lost it. Everyone who comes in contact with you or your company must have confidence in how you do business ethics. Trust
More than a feeling, but a demo of honor, value, and admiration for something or someone. Respect
Is vital for a person's own growth as well as the improvement of the company he is working with. Efficiency
Providing an example that others will follow. Leadership
Don't wait to be told what to do. If you are doing the right thing in an acceptable manner, do not hesitate Initiative
Habits that will impress the people you are working with and your superiors as well. Positive Work Habits
Is very important to complete your tasks successfully. This is because your coworkers get affected by your trait and respond accordingly. Positive Attitude