Customer complaints

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Across
  1. 2. Questions which prompt a yes or no answer are
  2. 3. When dealing with complaints it is important to remain what at all times
  3. 5. Business should deal with complaints
  4. 7. Customers will feel a variety of what when making a complaint
  5. 9. Questions which require more than one word answers are what
Down
  1. 1. Ignoring complaints is a type of what customer service
  2. 2. The most important thing to a business are its
  3. 4. listening When dealing with a customer complaint face-to-face nodding is a sign of what
  4. 6. language Eye contact, smiling and posture are all types of what
  5. 8. If a business does not deal with customer complaints they could lose what