Type
Word Search
Description

Resolve Problems
Acknowledge
Apologize
Empathy
Expectations
Listen
Patient advocate
Satisfaction
Show kindness
Thank

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

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

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

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

RESPECT Word Search

Type
Word Search
Description

Responsible
Appreciate differences
Respect property
Respect others
Respect yourself
Honesty
Excuse Me
Helpful
Patient
Courteous
Considerate
Team Player
Trustworthy
Work Hard
Polite
Caring
Language
Manners
Apologize
Share
Happy
Cooperate
Good Listener
Smile
Please
Forgiving
Play Fair
Golden Rule
Thank You
Follow rules
Kind
Friendly

Customer Satisfaction Crossword

Type
Crossword
Description

Shows the customer we were listening to them ACKNOWLEDGE
To tell the customer what you have done for them ASSURE
Confirm the customers decisions AFFIRM
Show the customers we value them APPRECIATE
My goal is to ensure you are 100% satisfied with the services I have provided today and that I have resolved all your reasons for calling. ClosingScript
The ability to understand and share the feelings or views of the customer. Empathy
A way to show a customer appreciation. ThankYou
How to treat a customer respectful
The goal is to create an overall positive experience
What this crossword is about CSAT
The _____________ is required!! two part close

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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ADDICTION & RECOVERY Crossword

Type
Crossword
Description

TO REFRAIN FROM THE USE OF DRUGS AND ALCOHOL ABSTINENCE
REPEATED BEHAVIOR THAT INTERFERES WITH NORMAL, HEALTHY LIFE ACTIVITIES ADDICTION
A DESIRE TO USE DRUGS OR ALCOHOL CRAVING
BEING UNDER THE INFLUENCE OF DRUGS OR ALCOHOL INTOXICATION
HEALING THE MIND, BODY, AND THE SPIRIT AFTER ADDICTION RECOVERY
THE ACT OF USING DRUGS OR ALCOHOL AFTER BEING CLEAN RELAPSE
WHEN A PERSON STOPS USING DRUGS OR ALCOHOL RAPIDLY AND SUFFERS A NEGATIVE PHYSICAL RESPONSE WITHDRAWAL
A PERSON WHO WHILE IN MEETINGS TALKS ABOUT PAST DRINKING IN A WAY THAT SEEMS TO GLORIFY IT DRUNKALOGUE
THE ABILITY TO BE THANKFUL FOR THE GIFTS ONE HAS IN THEIR LIFE GRATITUDE
ALLOWS ONE TO CHANGE, ADMIT TO WRONG DOING, TAKE PERSONAL RESPONSIBILITY, DEVELOP PRINCIPALS AND A STANDARD FOR LIVING A HEALTHY HONEST LIFESTYLE HUMILITY
CONFRONTATION DONE BY EITHER FELLOW ADDICTS, FAMILY, FRIENDS, OR PROFESSIONALS AIMED AT GETTING THE ADDICT TO ADMIT TO ADDICTION AND SEEK HELP INTERVENTION
TO ACKNOWLEDGE WITHOUT RESERVATION THAT ONE HAS AN ADDICTION AND NEEDS HELP SURRENDER
THE PRINCIPALS THAT GUIDE THE FUNCTIONING OF NA AND AA MEETINGS TRADITIONS
ISSUES, EMOTIONS, PLACES OR PEOPLE ASSOCIATED WITH DRUG USE AND DRINKING TRIGGERS
WHEN A PERSON CONTINUES TO USE DRUGS AND ALCOHOL TO THE POINT OF NEGATIVE CONSEQUENCES ABUSE
THE INABILITY TO RECOGNIZE THE PRESENCE OR SEVERITY OF AN ADDICTION OR BEHAVIOR DELUSION
REFUSING TO ADMIT TO ADDICTION OR REALIZE AND ACCEPT THE HARM CAUSED BY IT DENIAL
THE REMOVAL OF A TOXIC SUBSTANCE FROM THE BODY DETOX
THE EXPECTATION THAT THINGS IN THE FUTURE WILL BE BETTER HOPE
THE STATE OR QUALITY OF BEING DEDICATED TO A CAUSE OR ACTIVITY COMMITMENT
FREE OF DECEIT AND UNTRUTHFULNESS HONEST
A MODEST OR LOW VIEW OF ONES OWN IMPORTANCE; HUMBLENESS HUMILITY
THE QUALITY OR STATE OF BEING PREPARED TO DO SOMETHING WILLINGNESS
SERIOUS THOUGHT OR CONSIDERATION REFLECTION
CONTINUATION IN DOING SOMETHING DESPITE DIFFICULTY OR DELAY IN ACHIEVING SUCCESS PERSEVERANCE
HELPING AN ADDICTED PERSON TO DO THINGS THEY CAN OR SHOULD BE DOING FOR THEMSELVES ENABLING
AN ADDICTION BEHAVIOR'S TENDENCY TO SLOWLY BUT SURELY INCREASE IN FREQUENCY AND USE INFLATION
A SYMPTOM-FREE PERIOD REMISSION

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

AIDET/HOURLY ROUNDING Crossword

Type
Crossword
Description

What does the A stand for in AIDET Acknowledge
What does the I stand for in AIDET Introduce
What does the D stand for in AIDET Duration
What does the E stand for in AIDET Explanation
What does the T stand for in AIDET Thank you
How does AIDET impact patient anxiety Decreases
How often should a nurse round on a patient Hourly
Medical messages are often ___________ to the patient? Complicated
What should you do before entering a patient's room Knock
How does AIDET impact patient satisfaction Increases
You should always address the patient by their ____ Name
What does duration refer to ____ ___________ time expectation
The most common cause of malpractice suits is failed _____________ communication
When explaining processes and procedures you should avoid medical ______ Jargon