Puzzle Version 3 Customer Service Representative

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Across
  1. 2. Characteristics, values, beliefs that make people different yet similar
  2. 5. What the A stands for
  3. 7. The model which is best used to calm angry or frustrated customers
  4. 9. perceptions that customers have about the service or products that they should receive
  5. 13. Occurs when customer expectations are not satisfied by the service provider
  6. 14. focuses on another's appropriateness of dress and appearance in how they dress
  7. 15. determining factor in achieving your performance goals
  8. 16. acronym to help remember performance goals
  9. 19. System of shared attitudes,values and beliefs among people
  10. 21. What the U stands for
Down
  1. 1. What the R stands for
  2. 3. Long-term worth of an idea,person, place, or practice
  3. 4. Perceptions or assumptions that individuals or cultures maintain
  4. 6. the star of the show
  5. 8. A process to correct a customer breakdown and return the customer relationship to a normal state
  6. 10. corrections that result in crediting customer's account
  7. 11. Expectations perceptions an employee has of an organization
  8. 12. the expectation that personal information will be safeguarded against inappropriate use
  9. 17. What the B stands for
  10. 18. What the M stands for
  11. 20. Diversity the different racial, ethnic, and socioeconomic traits present in people grouped by situation, geographic location, group, or organization