Customer Service - Internal and Interactive Marketing Topic 1

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Across
  1. 2. You must respond to customer feedback quickly with service (x)
  2. 3. Customer service is an organization’s (x) to supply their customers’ wants and needs
  3. 6. A loyal customer is one who obeys the three R’s: Retention, Repeat Sales, and (x)
  4. 7. The Services Marketing Triangle reinforces the importance of people and processes in a company’s ability to deliver the promises made during the (X) marketing activities
  5. 8. Xerox conducted a study which found that a “highly satisfied” customer is (x) times more likely to buy again as one who is simply “satisfied”.
  6. 13. Customer service is the ability to provide a service or product in the way that it has been (x)
  7. 15. Your business success depends on how you(x)your employees
  8. 16. Customer service is a (x) attitude that can be summed up as: I care and I can do
  9. 21. it is critical that managers understand and (x)internal service quality
  10. 22. The Services Marketing (X) is a strategic marketing model. It provides a visual way of understanding the importance of people in a services business
  11. 23. Internal service quality is defined as the quality of services frontline employees (x) from the rest of the organisation
  12. 24. Service that is good, but not (x), can be your worst enemy
  13. 26. In one study, a 5% increase in customer loyalty produced (x) increases from 25% to 85
  14. 27. a customer service programme consists of (x) and training
  15. 28. Customer Service is a phrase that is used to describe the process of taking care of our customers in a (x) manner
Down
  1. 1. If you're serious about gaining loyal customers, you need to gain customer (x) and document your results
  2. 4. is another marketing term for staff
  3. 5. this type of marketing focuses on attracting new customers and simply getting the job done
  4. 8. Customer (x) is about treating customers as you would like to be treated yourself
  5. 9. Workplace design is the way a workplace is organised and equipped in order to create (x)productivity
  6. 10. job design involves administrative areas such as job (x)
  7. 11. Customer Service is any contact between a customer and a company, that causes a negative or positive (x) by a customer
  8. 12. Customer Service is the commitment to providing (x) added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner
  9. 14. “Satisfied” is simply no longer (x)
  10. 17. Job design refers to administrative changes that can help (x) working conditions
  11. 18. Customer service is a process for providing (x) advantage and adding benefits in order to maximize the total value to the customer
  12. 19. The service triangle outlines all the (X) that exist between the company, the employees and the customers
  13. 20. The difference between “good” and “exceptional” is the difference between a customer who “might” buy from you again and one who will (X) buy from you again…and again
  14. 25. the service triangle outlines all the relationships that exist between the company, the employees and the (X)