Cross Word- Unit4 Manage Customer Expectations

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Across
  1. 3. The apearance and behaviour of service employees ; product design ; package etc are customer touch ___________.
  2. 5. The grapevine, or word of _________ is a very powerful tool.
  3. 7. Customers would be more resistant to trying the same product or service if they have had an unpleasant past __________________________
  4. 9. Job knowledge, quality, promptness and fairness in pricing are _______ expectations of the customers.
Down
  1. 1. Going beyond the customers' expectations and doing more than what they would expect are examples of ___________ expectations.
  2. 2. When dealing with customers, it is important to maintain _________ .
  3. 4. One way to manage customers' increasing expectations is to tell them what they can________.
  4. 6. Another way to identify the specific needs of customers is by ____________________.
  5. 8. Desires of things not possessed or lacking.
  6. 10. The moment of ____________ is the interaction between the customer and the customer service provider.