ICS Review

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Across
  1. 3. how guests want to feel
  2. 5. guest contacts with your service
  3. 6. the sum of beliefs and values in a company
  4. 7. exhange where guests get more than they expected
  5. 9. examples of what guests think will happen at a business
  6. 11. your goal for customer expectations
  7. 12. something you can tough and feel
  8. 17. nonverbal communication focused on how you say something
  9. 18. question type for starting conversations with guests
  10. 19. type of guest with high sociability and low dominance
Down
  1. 1. non-verbal communication with your eyes
  2. 2. the emotional work of our industry
  3. 4. something you cannot touch
  4. 8. the "H" in HEARD
  5. 10. online reviews that convince people to buy are an example of this
  6. 11. remarkable service attribute focused on doing things well with less time and effort
  7. 13. any interaction between company representative and guest
  8. 14. the physical work of our industry
  9. 15. type of customer with high dominance and low sociability
  10. 16. communication not using words