Customer Service Crossword

Negative stress; occurs when the demands of stress exceed an individual's abilities to cope
Positive stress; occurs when we believe we can handle the demands stress places on us
Good thoughts that boost self-confidence and improve performance
Process of apologizing to a customer for a mistake, fixing the problem and then offering something "extra" as compensation
Type of credit where a company receives a discount if it pays its invoice by a specified date
The positive or negative things we say to ourselves
The body's automatic response to perceived stress
Comments customers make, generally early in a sales presentation, to indicate that they have no intention of buying
Friendly relationship built on trust and good feelings
Customers who are outgoing and sociable
Customers who are quiet and focused inward on their own thoughts
Question that all customers want answered
Solution that meets or exceeds the needs of all parties