PSM Review Chapters 1&2

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Across
  1. 2. A set of principles that govern the conduct of an individual or group.
  2. 6. Characteristics like age, income, marital status, education.
  3. 8. A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation.
  4. 10. Expectations based on our previous experiences that are enhancements to our primary expectations.
  5. 11. Characteristics about a company such as how many employees, hours of operation and so on.
  6. 12. Our personal vision of the result that will come from our experience.
  7. 14. Anything we do for the customer that enhances the customer experience.
Down
  1. 1. The process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company's reputation.
  2. 3. The people we work with thought our organization.
  3. 4. The customers most basic requirements of an interaction.
  4. 5. Lifestyles, modes of living, needs, motives attitude.
  5. 7. The customer we do business with outside our organization.
  6. 9. Made up of the combination of our current knowledge, reputation, and professionalism.
  7. 13. The way that we see something based on our experience.