Customer service

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Across
  1. 3. a word that also means a drink
  2. 7. feedback is gathered and used for what purpose?
  3. 8. activities people undertake for fun in their free time
  4. 9. a way of sending a message
  5. 12. friendly, generous reception and entertainment of guests
  6. 15. how a customer should feel the moment they enter the business premises
  7. 16. good eye contact indicates this
  8. 18. visiting different places as a tourist or for work
Down
  1. 1. the best way to find out when having a conversation is to use open ended questions instead of closed questions
  2. 2. customer's expressing dissatisfaction with a product or service
  3. 4. the combined effort of a group, especially when efficient and effective
  4. 5. a way to collect customer feedback
  5. 6. a person's personal presentation and cleanliness
  6. 10. facial expression used to indicate you are pleased to see someone
  7. 11. make up 7% of the way we communicate
  8. 13. a word that also means accommodation
  9. 14. an energetic, and positive interest in something
  10. 17. a harmonious relationship characterised by mutual understanding and empathy that makes good communication easy