Call Control Word Search
Type
Word Search
Description

active listener
de-escalating
compassionate
professional
call control
redirection
judgemental
analytical
boundaries
reflection
respectful
clarifying
attention
thank you
difficult
integrity
bridging
cheerful
feelings
pleasant
rambling
summary
healing
empathy
caring
please
angry
smile
tone
sad

WHAT ARE SOFT SKILLS? Crossword

WHAT ARE SOFT SKILLS? Crossword
Type
Crossword
Description

The opposite of negative
To turn up the corners of one's mouth
Paying attention to what one is saying
To relate to another's situation
The act of conveying a message to others
Our occupation
Acquired facts and information
I am sorry, for example
to restate a customer's issue for clarity
Keeping the customer on track
saying hello
The part of your voice that should be positive
choices
heartfelt; wholehearted
two or more people communicating are having this
the head of a group
amiable
resolving all concerns in one interaction
the loudness of a sound
the opposite of positive

Social Skills Word Search

Social Skills Word Search
Type
Word Search
Description

Good Communicator
Easily Redirected
Strong Academics
Good listener
Hard working
Team Player
Resourceful
Responsible
Dependable
Respectful
Diversity
Attentive
Reliable
Sympathy
Focused
Empathy
Mentor
Honest
Smart
Happy

Active Listening Bingo

Active Listening Bingo
Type
Bingo Cards
Description

Informational Listening
Senses
Attitude
Solve Problems
Flexibility
Trust
Soft Skills
Active Listening
Focus
Facts
Observation
Empathy
Attention
Smile!
Paraphrasing
Feedback
Body Language
Validation
Emotions
Respect
Clarifying
Attentive
Hearing
Defer Judgement

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Customer service Crossword

Customer service Crossword
Type
Crossword
Description

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

What Are Soft Skills Crossword

What Are Soft Skills  Crossword
Type
Crossword
Description

keeping the customer on track
Our occupation
The part of your voice that should be positive
choices
amiable
Acquired facts and information
two or more people communicating are having this
I am sorry, for example
the loudness of a sound
Paying attention to what one is saying
saying hello
heartfelt;wholehearted
the act of conveying a message to others
The opposite of negative
the opposite of positive
to turn up the corners of one's mouth
To relate to another's situation
To restate a customer's issue for clarity
the head of a group

Social Skills Crossword

Social Skills Crossword
Type
Crossword
Description

When you laugh at something it is...
When you are enjoying yourself, you are having...
When you get along with others...
Opposite of sad
Opposite of frown
When you tell the truth
Another word for nice
Opposite of rude
It is polite to use...
Say Please and.....
Positive or negative...
Keeping distance from others
Focus on...
Use Coping...

EMPATHY Word Search

EMPATHY Word Search
Type
Word Search
Description

ACKNOWLEDGEMENT
COMMUNICATION
UNDERSTANDING
PERSPECTIVE
REASSURANCE
FRUSTRATION
RESOLUTION
EXPRESSION
RESPONSIVE
ATTENTION
SITUATION
CONFUSION
APOLOGIZE
POSITIVE
FEELINGS
CUSTOMER
RESPECT
LISTEN
SORRY
TONE

QA S4X Behaviors Observations Bingo Cards

QA S4X Behaviors Observations  Bingo Cards
Type
Bingo Cards
Description

Be Warm & Friendly
Set Clear Expectations
Own It
Show Appreciation
Discover Needs
Be an XFINITY Ambassador
Listen & Respond
Make It Effortless
Used the Caller's Name
Sounded Excited About Comcast
Asked Probing Questions
Thanked Customer for Loyalty
Offered a Summary of The Call
Offered MyAccount App
Provided Caller with Empathy
Picked Up on Caller's Cues
Power Words for Confidence
Offered Personal Experience
Discussed Channel Line Up
Used Courtesy Phrases
Heard "I Love My Job" comment
Sounded Authentic & Genuine
Displayed a "Can Do" Attitude
Used Account Clues for Assist

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Communication Word Search

Communication Word Search
Type
Word Search
Description

Body language
Clarification
Eye contact
Aggressive
Electronic
Listenting
Non verbal
Assertive
Attention
Effective
Paraphase
Summarize
Gestures
Meaning
Passive
Timing
Volume
Smile
Voice
Tone

QA Crossword Challenge!

QA Crossword Challenge!
Type
Crossword
Description

This should be done at the beginning of the call, when returning from hold, and at the end of the call?
What you greet the caller with.
An expectation given to the provider before placing them on a hold.
Putting yourself in someone's shoes.
Summary of the call that must be stated to the provider every time.
Information of what was discussed on the call left for the next CSR.
Self-service utilization tool for participating providers.
If you don't ask these questions you could be violating HIPAA!
Should be professional, consistent, and sound interested on every call.
The plan will pay 75% at the (?) rate?
Calls or accounts we do not service! We transfer!
WHO IS THE BEST AGENT?