L3 U14 Customer Service

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Across
  1. 2. The assistance and advice provided by a business to those people who buy or use its products or services.
  2. 3. Company rules that are less business-like, friendlier and could be provided ad hoc. e.g. verbal information.
  3. 6. Service provided when sales staff and customers are physically in the same location.
  4. 8. People who work for the company and can also include employees in different departments.
  5. 9. Company rules that are business-like, factual, technical and professional, providing a record e.g. written feedback.
  6. 10. Service provided by connecting with customers via the internet.
Down
  1. 1. People who enquire about or purchases a product or service from a business without any direct relationship with the business.
  2. 4. A hub containing staff whose primary role is to support customers. They may answer phone queries but also use other means such as online chat.
  3. 5. The skills needed to build and maintain positive relationships.
  4. 7. The skills needed to convince customers to make a purchase. Skills include good communication, product knowledge and negotiation.