Type
Word Search
Description

learn
genuine
relate
understanding
respect
connect
listen
natural
empathy
compassion
appreciation
willing
sincere
smile
ask questions
gaps
small talk
customer
rapport
TUCE

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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Customer Service Word Search

Type
Word Search
Description

Reliable
Courtesy
Acknowledge
Greeting
Welcome
Communication
Complaint
Rapport
Sales Assitant
Satisfaction
Supervisor
Manager
Listen
Profits
Sales
Presentation
Retail
Merchandise
Smile
Knowledge
Customer
Product
Attitude
Connect
Understand
Helpful
Positive
Customer Service

Culture of Caring Word Search

Type
Word Search
Description

engage
talk
understanding
positive
help
right
rapport
appreciation
trust
timeliness
communication
clear
respect
partnering
customer
empathy
raise your hand
note the file
experience
listen
caring

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

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

PHONE ETIQUETTE Word Search

Type
Word Search
Description

ACCURATE
APPROACH
ASK
CUSTOMER SERVICE
ENTHUSIASTIC
ETIQUETTE
FEEDBACK
GREET
HOLD
INTRODUCE
PERMISSION
POLITE
QUESTIONS
RAPPORT
SIDE CONVERSATION
SINCERE
SMILE
STATEMENTS
TELEPHONE
THANK YOU
UNDIVIDED

EMPATHY Word Search

Type
Word Search
Description

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

Healthy Relationships Bingo

Type
Bingo Cards
Description

Accept
Affection
Appreciate
Balance
Bonding
Boundaries
Cheerful
Choice
Comfort
Communicate
Compassion
Compliment
Compromise
Connect
Considerate
Consistency
Cooperate
Dependable
Differences
Dream
Emotions
Empathy
Encourage
Enjoy
Equality
Fair
Faith
Family
Forgive
Friends
Fun
Generous
Goals
Grace
Grow
Happy
Healthy
Heart
Helpful
Honesty
Hope
Hugs
Individual
Joy
Kind
Laugh
Listen
Love
Loyal
Mutual
Open
Partner
Patience
Peace
Positive
Proud
Reassure
Relationship
Relax
Respect
Responsible
Role Model
Safety
Secure
Self-Esteem
Share
Smile
Support
Team
Thoughtful
Together
Trust
Understand
Value
Worthy

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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

Everyday Heroes Word Search

Type
Word Search
Description

ACCOMPLISH
AGENT
APPOINTMENT
APPRECIATION
ASSISTANCE
CALL CENTER
CLINIC
CONCERN
CUSTOMER SERVICE
EMPATHY
EXCELLENCE
EXPERT
HAPPY
HEART
HERO
ICARE
IMPRESSION
LISTEN
MESSAGES
MRN
PATIENCE
PATIENT
POOL
RESPECT
RESPONSIBILITY
SMILE
TEAMWORK
THANK YOU
WAIT LIST
WORKFLOW