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Across 4. Your most important communication tool when you are on the phone is your ______. 7. The Customer Service Program we have adopted at WCH campus is the ______ program. 9. Dress code, friendliness, verbal & non verbal gestures, professionalism make you part of the ______. 11. Something you should have on at all times. (2 words) 13. Anticipating problems, heading them off and alerting guests is being ______. 17. With angry or upset guests' it is important to let them do this, ______. 18. Understanding and identifing with our guests' feelings is called. 21. We must always strive to preserve the ______ ______. 22. A ______ during a phone call can be used to emphasize a point 23. ______, is not an option. 24. Treat each guest as if they're the ______ one you have to take care of. 25. The most important cutomer service skill is ______. 26. Taking personal responsibility for a guests' complaint is taking ______.

Down 1. Another word for internal customer is ______. 2. You sound more relaxed and friendly when you ______ while on the phone. 3. A possitive one will make your day better. 5. How we act in front of guests. 6. Friendliness, caring & treating guests with respect. 8. You start each call with a friendly ______. 10. A symbol used to represnt how one person can make a difference, ______. 12. Minimal wait times & using resourses wisely. 14. Delighting your guests means ______ their expectations. 15. Guests complaints should be seen as ______ to improve customer service. 16. The people you serve each day are your ______. 19. We must always respect and protect this ______. 20. Always consider if equipment is working properly, following policies & procedures.