Customer Service Unit 8: HANDLE SERVICE BREAKDOWN AND RECOVERY part 1 (pg 36-42)

12345678910111213141516
Across
  1. 2. give someone special treatment; making that person comfortable
  2. 4. not working properly/defective
  3. 8. say sorry
  4. 10. feeling or opinion about something or someone
  5. 13. not willing to work together
  6. 14. understanding others' feelings
  7. 15. not producing wanted results; wasteful; too many steps
  8. 16. make something greater or more serious
Down
  1. 1. to solve or end a problem
  2. 3. say bad things about someone or something
  3. 5. a manner that is rude and disrespectful
  4. 6. the state of being secret
  5. 7. showing arrogance because you feel you are better than others
  6. 9. with attention
  7. 11. not good (usually refers to quality)
  8. 12. responsive to others' feelings