Customer Service Cross Word

The Customer is always________.
_________ allows both you and the angry customer to calm down by inserting a "break" in the angry interaction.
Rule 1 when trying to defuse a customer. Deal with their ______ first.
Laungage which sounds argumentative or tends to cause conflicts to escalate is called being ________.
"Where you aware that you could..." is a way of using a _____ instead of a direct harsh sounding statement. (e.g. You must go to...)
This technique can be used to focus 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 ____.
By identifying your ______ you are more likely to be able to stay in control of your own emotions.
Often a referral to a ______ will cause an abusive guest 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 guest's issue.
You should never _____ with a guest that is insulting or aggressive.
Language that tends to put you and the guest on the "same side" is called ____ Language.
One very powerful verbal self defense skill involves saying "You are ____." to the guest because and angry guest will not expect you to say this.
You can always _____ service if a guest is abusive or threatening to you.
Rather than refusing a request to to give the guest alternative _______.
A customer who feels _______ is more likely to strike out physically or verbally.
Even if you can not solve the guest's problem, you can come across as concerned and ____.
When a guest accuses you of something, you should never ____ your self, since that keeps you in the abuse game and could make the guest angrier.
If a guest is rude, threatening or abusive you should immediately get a ______ involved.
Even if the customer says something that is wrong do not attempt to ___ the person since that will only aggravate the guest and the situation.
Guests need to know that you ____ about their problem or they will get angrier.