Customer Relations Final

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Across
  1. 3. A customer views the CSR as the _______ of the business.
  2. 5. Occurs as you or your customer converts messages received into familiar ideas by interpreting or assigning meaning.
  3. 7. Vendors, consultants, or departments within a company that rely on colleagues to provide support they need to service their own internal and external customers.
  4. 9. Attitudes or behavior that may be dictated by cultural values.
  5. 11. What does the "O" in SWOT stand for?
  6. 13. Style of communication with high sociability and low dominance.
  7. 15. In the communication cycle, physiological factors such as health, level of attention, mood, mental health or emotional condition; and environmental factors such as sound.
  8. 17. What to yell before throwing a sandwich at a customer.
  9. 18. Occurs as you evaluate what must be done to effectively put your message into a format that your customer will understand.
  10. 19. What you do to adjust your communication style toward another's style.
  11. 20. Important characteristic of a good listener.
Down
  1. 1. Characteristics that make an individual unique and identifiable as part of a group of similar individuals.
  2. 2. Customers signal their approval of a business by voting with their________.
  3. 3. In the communication cycle, factors that distort or change the messages you receive. They include attitude, interests, biases, expectations, experiences, education, beliefs and value, background, culture, and gender.
  4. 4. Communication style that utilizes rapid, expressive speech.
  5. 6. Important way to improve your listening skills.
  6. 8. Process of satisfying the customer, relative to a product or service, in whatever way the customer defines his or her need, and having that service delivered with efficiency, compassion, and sensitivity.
  7. 10. Thing that most dramatically changed customer service in this millennium.
  8. 12. Customers have a need for control and _____________.
  9. 14. Style of communication with low sociability and low dominance.
  10. 16. Style of communication with low sociability and high dominance.