Crossword Puzzle (Chapters 6 & 7)

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Across
  1. 1. Interview Every applicant is asked the same standard set of questions
  2. 5. An outline that contains a description of a person or business
  3. 6. Fit An individual's attitudes, values and beliefs being in line with the core values and culture of an organization
  4. 7. Goals should have a specific date or time frame
  5. 9. Goals should be aligned throughout the organization
  6. 10. Goals created in an effort to motivate employees to go the extra mile to help improve service quality
  7. 13. They focus attention on the customer service vision
Down
  1. 1. A way to measure customer service
  2. 2. The overall process of attracting, shortlisting, selecting and appointing suitable candidates for jobs within an organization
  3. 3. Goals must be realistic or people will become disengaged
  4. 4. Provide a numerical target that clearly defines what results are necessary to achieve the goal
  5. 8. They divert attention away from the customer service vision
  6. 11. Clearly state the desired outcome
  7. 12. Issues that contribute to poor customer service or experiences