Principles of Service Management Quiz 2 Review

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Across
  1. 2. An identified result to strive to accomplish.
  2. 3. The number of customers who leave a business in a year's time divided by the number of new customers in the same period.
  3. 8. To give someone recognition or special regard.
  4. 10. Consists of the values, beliefs, and norms a group of people share.
  5. 13. Voice ___________ is a variation in the pitch, timing or loudness of the voice.
  6. 14. Customer ____________ is the process of gathering information; building a historical database, and developing an understanding of current, potential customers.
  7. 15. __________ contact is allowing our eyes to make visual contact with someones eles's eyes.
  8. 18. The individual drive that causes us to behave in a particular way.
  9. 19. An individual evaluation in which individual strengths and weaknesses are identified.
  10. 21. Customer _____________ is the continuous attempt to satisfy and keep current customers actively involved in conducting business.
Down
  1. 1. An individual's or group's feeling or attitudes toward a job, supervisor, or company.
  2. 4. _____________ check is assessing a situation and determining who should have responsibility and who really does have the responsibility.
  3. 5. customers with problems, questions, fears, and personalities that require us to work to achieve true communication.
  4. 6. Working together to improve the efficiency of the whole.
  5. 7. the process in which information, ideas, and understanding are shared between two or more people.
  6. 9. The way which a person sees himself or herself and thinks that others see him or her.
  7. 11. The ability to influence other.
  8. 12. Our personal requirements.
  9. 16. The ability to understand what someone is experiencing and to take action to assist in resolving the situation.
  10. 17. The highs and lows of the voice.
  11. 20. Things or experiences that are desired.