Service Recovery #1 - Customer Service

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Across
  1. 5. We need to have a positive ________________ when assisting our customers
  2. 6. Two or more people working together
  3. 10. The overall outcome of the interactions between our customers and our organisation
  4. 12. An efficient verbal or written answer to a query
  5. 13. the way we should conduct ourselves in all business transactions
  6. 15. An act of simply receiving or transferring information
  7. 16. Don't be too ________ to be ________
  8. 17. Being consistent and following through will make us appear ________________ to our customers
  9. 18. A type of communication that can often be referred back to
  10. 21. Who are the people we carry out our services for?
  11. 22. To provide one's attention to someone
  12. 24. What I need to check and use when completing written communication
  13. 25. To give assistance to others
Down
  1. 1. A forward thinking approach when managing problems
  2. 2. The act of paying close attention to something or someone
  3. 3. Retained information about a particular product, process or service
  4. 4. Constructive and optimistic attitude towards customer enquiries
  5. 7. A willingness to help others and desire for others to do well
  6. 8. A type of communication that requires talking to our customers
  7. 9. The state or fact of being accountable
  8. 11. To express the how and why of our work processes, we need to be ______________________ in the way we communicate with our customers
  9. 14. The capacity to accept or tolerate delay, problems, or suffering without becoming annoyed or anxious
  10. 19. The type of score we would love to see on all of our customer feedback surveys
  11. 20. The original project team that initiated our NPS feedback surveys in CSP
  12. 23. The department's scoring system to measure customer satisfaction