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Across
  1. 3. Acts as a blueprint/plan of action for a company's customer support efforts.
  2. 4. “The people element is the_____ _____ of the marketing mix”
  3. 5. Refers to anyone directly or indirectly involved in the business side of the enterprise.
Down
  1. 1. Listen actively and make customers feel heard. Maintain eye contact, clarify needs, show empathy, and offer helpful solutions.
  2. 2. Sales staff, customer service representatives, receptionists, and cashiers