Chapter 1 The World of Customer Service

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Across
  1. 3. when internal employees assume functions and perform work instead of contracting out
  2. 5. setting up a home office from which you electronically communicate and forward information to the corporate office
  3. 8. when employees are terminated or empty positions are left unfilled once someone leaves an organization
  4. 9. people who work in an office but also conduct work from a remote location
  5. 10. relocation of business services by an organization from one country to another
  6. 12. method used by an organization to provide services and products to its customers
  7. 13. how well an organization is doing at providing products and services that meet or exceed a customer’s needs and expectations
  8. 15. consists of the customer, organizational culture, human resources, products, delivery systems, and service
  9. 18. correcting or remedying something that has not gone as promised involving a provision or a product or service to a customer
  10. 20. active process of building relationships and sharing resources
  11. 21. when governments remove legislation or regulatory guidelines that inhibit and control an industry
  12. 22. people starting small businesses in their homes making and selling or bartering products or services with neighbours
Down
  1. 1. trend in which businesses have shifted from primarily production and manufacturing to more service delivery
  2. 2. information, knowledge, and resource sharing around the world
  3. 4. organizations and individuals involved in delivering service as a primary product
  4. 6. ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their customers in a manner that satisfies their needs and ultimately results in positive word-of-mouth publicity and return business
  5. 7. graphic representation of expected behaviour in the real world that economists and businesspeople can use to predict coming trends or shifts in consumer needs, wants, or expectations
  6. 11. spectrum of companies that market products and services on the internet and through other technology and the process of accessing them by consumers
  7. 14. contracting outside the organization to deliver products and services to customers or to produce products
  8. 16. employees of an organization
  9. 17. any element of an organization that a customer encounters
  10. 19. an organization that values knowledge, education, and employee training