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Quality Assurance (QSDD)

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Across
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Never ________ the customer while they are describing their issue or request.
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Showing _______ to our customers creates a positive reflection of VF.
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Include the ________ ________ when confirming any address with the customer.
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Taking notes to help recall customer information is one way to show ________ ________
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Brand the call by always ending the call this way. (5 words)
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When recapping the order with the customer, include a description of the ________ where appropriate.
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When returning to a call on hold, you must ________ them for holding.
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Using the customer's name makes the call _________?
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"May I look up your account ________?"
Down
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Use proper ________ and pitch to convey sincerity when talking with a customer.
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You must ask ________ before putting a customer on hold.
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Reading back the order to the customer including the lot, size, how many and the description.
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Asking "Is there anything else I can help you with?" ensures ________ ________ ________
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"________ ________, this is Sally. How may i help you?"
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The ultimate goal of every ________ is to provide the agent with a clear and easily understood plan of action.
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When asking about ________, a customer MUST provide their EDP before processing thier request.
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What should you do the moment you hear dissatisfaction from the customer?
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Avoid long periods of ________. Provide audible clues you are listening and guide the customer when appropriate.
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________ and efficiently provide the customer with the best possible solution to promote "First Call Resolution"
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Use effective ________ skills to facilitate "First Call Resolution" by proactively requesting more detailed information from the customer.
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Use ________ or ________ instead of slang terms like yeah or naw.