Lesson 2- Trends in Customer Service

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Across
  1. 2. Things that are basic and necessary for a decent quality of life. Needs include shelter, food, and clothing.
  2. 5. A person who benefits from another person’s work; the customer may or may not receive something tangible and he or she may or may not pay for the service/product.
  3. 6. A series of activities designed to meet or exceed a customer’s needs and expectations
  4. 7. What a person believes or anticipates will happen.
  5. 9. Conforming to a standard, rule, or principle.
  6. 11. Using a computer to check out of a hotel
  7. 12. A chance to take action or progress in some way.
  8. 13. The general direction in which something tends to move.
Down
  1. 1. To have directly observed or participated in an event.
  2. 3. Done at the same time or according to a standard time frame.
  3. 4. A business that pays a fee and a percentage of sales to another company in order to sell its goods or to be associated with its brand and use its marketing strategies to operate
  4. 6. The exchange of information and/or ideas through verbal, nonverbal, or written messages.
  5. 8. Term for the first flight attendants; they were all young women.
  6. 10. Designing something to meet the needs of a specific market; the opposite of standardization.