Unit 211

Across

1. Body .................... is a way staff members can make a good impression.
4. Staff performance, Avoid losing customers, Improve quality, Rectify the matter. These are ways the organisation acknowledge a ....................
7. Foreign .................... Speaker - Slow and clear speaking, use of gestures.
8. Prices, Value for money, Location, Reputation, Availability of facilities, Status. These are all considerations of customers before ....................
13. .................... of staff is what customers look for to raise service standards.
14. Quality of .................... is what customers look for to raise .................... standards.
15. Possibilities of .................... could be a good benefit from customer service for staff members.
18. Provision of service, Suitable complaints procedure and Ethical standards is also what .................... look for to raise service standards.
19. .................... of service is a cause for complaint.
20. .................... is what customers look for to raise service standards.
22. Being helpful and .................... can make a good impression for staff members.
24. Service or product .................... is a cause for complaint.
25. It's .................... to sell is a pro of having loyal customers.
26. .................... Impaired - Speak slowly and make sure to face them so they can read your lips.
30. Repeat .................... is a positive of having loyal customers.
31. Product .................... is a cause for complaint.
32. Acknowledge, Apologise, Prompt attention to the situation, Investigate, Identify the problems. These are all ways of .................... with a complaint.
34. .................... Impaired - Keep the customer informed on what you're doing.
36. Customer .................... is a good customer service benefit of staff members.
37. Questioning, Clarifying, Showing products, Restating what they have said, Summarising are all ways staff can confirm .................... of what customers want.
38. .................... - Speak clearly, open questions to establish needs and closed questions to confirm.

Down

2. .................... targets is a good customer service benefit of staff members.
3. Sales being increased and motivated staff are both benefits of increasing product knowledge for the ....................
4. Having more .................... is a benefit of increasing product knowledge.
5. Satisfaction of customer, Individual requirements are met, Brand loyalty is maintained, Reptation and standards are maintained. These are have you meet customers .................... importance.
6. Motivation is a good customer service benefit of .................... members.
9. Matching .................... to customers is a benefit for staff on increasing product knowledge.
10. Increased sales which means more .................... is a benefit for staff on increasing product knowledge.
11. Friends .................... is a positive to having loyal customers.
12. P.................... presentation can make a good impression for staff members.
16. Pricing - .................... is a cause for complaint.
17. Cleanliness of .................... is a cause for complaint.
21. Meeting set .................... is a benefit of staff increasing product knowledge.
23. Listening to them, being professional, forming a relationship with them, exceeding expectations, Ensuring they leave satisfied. These are how to .................... loyal customers.
27. .................... of staff is a cause for complaint.
28. Increasing product knowledge for staff could be good .....................
29. Being .................... about products or service can set a good staff impression.
33. .................... Customer - Someone who is employed by the organisation – for example, colleagues from other departments.
35. .................... Impaired - Address the person in the wheelchair, achieve eye contact level – sit/bend