Service Excellence - Level 2

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Across
  1. 3. Allows us to aim for zero service defects
  2. 5. By doing this to time, we can minimise disruptions
  3. 7. This rule requires a call back by 4PM on day query is received
  4. 9. Structured process to get qualitative feedback on service provided
  5. 11. Trust is made up of Credibility, Self-Disclosure and ....
  6. 13. Working in these is a barrier to Teamwork
  7. 14. Understanding something from another persons point of view
Down
  1. 1. First element of our Service Steps
  2. 2. Listening technique that allows us to fully understand what a customer is saying
  3. 4. Implementing this could help to reduce half of all our complaints
  4. 5. This body contributes to 55% of how our message is communicated
  5. 6. Most powerful impact on first impressions
  6. 8. One of the 5 Relationship Techniques
  7. 10. Anticipating the needs of our customers
  8. 12. One of the three "R"s of good teamwork