Customer Service Sentence Puzzle

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Across
  1. 2. Improving customer service in order to stay ahead of competitors
  2. 4. Over and above the basic product or service
  3. 6. A person in an organization perceived by the customer as giving the customer service.
  4. 8. Identifying all risks which may exist and evaluating them for seriousness and the likelihood an incident
  5. 10. Person in the same organization as the service provider
  6. 12. When several customers want customer service at the same time
  7. 14. What people think should happen and how they should be treated in relation to customer service
  8. 15. During a customer service procedure there may be several points when customer awareness of customer service quality is particularly high
  9. 16. When the customer and service deliverer exchange information, product or service
Down
  1. 1. What a customer remembers about the customer service received
  2. 3. A brief statement of the main purpose of an organization
  3. 5. A question raised for inquiry, consideration, or solution.
  4. 7. A statement that you are unhappy or not satisfied with something
  5. 9. States the extent and limits of customer service offered by an organization
  6. 11. A bond formed due to the outcome of individual customer service transactions
  7. 13. What an organization does in order to meet customer expectations and generate customer satisfaction