Chapter 2 Terms to Know Crossword Puzzle

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Across
  1. 1. The area in a hospitality business that guests usually do not see
  2. 3. Informal conversation people have about their experiences with a business.
  3. 6. A customer who purchases products or services from a hospitality business
  4. 7. An activity that is done for another person
  5. 13. Employees whose work rarely involves interacting with customers
  6. 14. Service that meets or exceeds customer expectation
  7. 15. Employees whose main function is to interact with customers
Down
  1. 2. An employee who can anticipate customers needs
  2. 4. Providing the same good service and products to customers each and every time they come to your business
  3. 5. Positive feeling customers have about a business that meets their needs
  4. 8. The area in a hospitality business that guests usually see
  5. 9. Someone who purchase products or services from business, such as a department store or a hotel
  6. 10. A time when customer's experience makes a bigger impact on customer satisfaction than at other times
  7. 11. The total customer experience with that business
  8. 12. The basic building block of quality hostility service. Occur before, during, and after the customers visit
  9. 16. The ability to put yourself into someone else's shoes and know how that person feels