Chapter 10 Encouraging Customer Loyalty

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Across
  1. 2. Any instance when a customer initially contacts any organization element or representative
  2. 3. Instance in which a customer connects with the service provider or some other aspect of an organization
  3. 5. Refers to the number of customers who leave a supplier during a given time period
  4. 7. Backup systems or procedures that are implemented when regular ones breakdown or fail to function as intended
  5. 8. Technological approach to sales and service that integrates desktop, mobile, telephone technology, and videoconferencing with traditional face-to-face access in order to provide a seamless service experience for customers
Down
  1. 1. Relationship of two organisations through which partners build a larger and stronger competitive presence in the marketplace
  2. 3. Set of standards, often developed by employees, that guide the conduct of all employees
  3. 4. key Element in cementing interpersonal relationships
  4. 6. Any instance in which a service provider or organization interacts with a customer