Crossword

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Across
  1. 2. customer comments about their experience
  2. 4. a guide of actions to take in challenging situations
  3. 6. greeting to incoming customers
  4. 8. person in charge at work
  5. 12. customer of a hotel
  6. 13. rules for customers and staff to follow
  7. 14. area where guests are checked in
  8. 15. final outcome of handling an issue
Down
  1. 1. rate a business based on your experience there
  2. 3. an objection to something that is not up to normal standard
  3. 5. verbal and non-verbal interactions with customers
  4. 7. assistance given to customers
  5. 9. the ability to see things from someone else's perspective
  6. 10. a positive tone and language towards customers
  7. 11. help provided to improve a customer's experience