Customer Service Ch 2

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Across
  1. 5. the tendency of customers to connect the quakity of service to their opinion of the server
  2. 6. a protein that your body might recognize as harmful.
  3. 7. a restaurant's customers are considerd to be __________ customers.
  4. 9. the characteristics of service that cannot be seen or touched
  5. 10. High quality service that focuses on giving a customer the same experience every time they visit.
Down
  1. 1. this type of selling technique offers additional choices to a customer in addition to what they have already ordered
  2. 2. the _________ of truth is when a customer develops an impression.
  3. 3. A grocery store supplier delivering goods to a store is an example of an __________ customer
  4. 4. The first step that management should make when developing standards of service is to identify the customers'____________
  5. 8. what group of people should you gather information on to maintain a competitive point of difference?