Chapter 1 Building a Foundation

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Across
  1. 2. Must provide customers with a pleasant, _______ greeting
  2. 4. Individually treated customers, empathetic salespeople, problems viewed as opportunities
  3. 6. What affects your customer interactions
  4. 7. Most successful businesses _______ customer comments
  5. 10. Provide customers with an ______ for any delay
  6. 11. You are the giver and receiver of _________
  7. 12. 3% of customers took their business elsewhere because they _______
Down
  1. 1. The formula _______ Customer Value
  2. 3. Genuine, honest, facts, safe products, trustworthy salespeople
  3. 4. Who determines the success or failure of a business
  4. 5. First step toward working with a challenging customer
  5. 8. What internal contracts must be
  6. 9. Could take over a _____ positive customer service encounters to overcome one negative one