Customer Service and working procedures

1234567891011
Across
  1. 4. Consistently maintain standards for appearance and behaviour is an example of ___ standard.
  2. 7. The main aim of customer service is to make customers feel___.
  3. 8. A good example of the need for appropriate personal skills is the role of a ___.
  4. 10. When a guest staying at a hotel experiences moments of truth
  5. 11. At this stage the hotel creates a reservation record for the guest.
Down
  1. 1. The actual service encounter between customer and an employee
  2. 2. Team work helps to improve ___
  3. 3. The ability to perform the promised service accurately
  4. 5. Looking after your customers
  5. 6. Receptionists wear name badges and make eye contact is an example of ___ standard.
  6. 9. A luxury 5-star hotel will offer a personal ___ service for demanding guests.