Unit 5: Review and Decide on Service Recovery Techniques

123456789101112131415
Across
  1. 2. ______ customers are a great asset to the company as they stick to the brand and recommend it to others, increasing revenue.
  2. 5. _____ customer will be the immediate consequence of a service breakdown
  3. 6. Negative feedback about a company can damage its __________
  4. 8. Lack of ________ is the three reasons for low employee morale.
  5. 12. Service breakdown happens because of lack of_________
  6. 13. These can be the appearance and outlook of physical facilities, equipment and personnel
  7. 14. Not giving frontline employees the tools, authority and power to solve customer problems
  8. 15. For high roller customer, we should go the ____ mile to serve them
Down
  1. 1. A __________ customer will tend to complain about a product and service as the product/service failed to deliver on the initial promise.
  2. 3. Two ways to _______ service breakdown: know the path and know the medium
  3. 4. An ______ customer is confused about a product.
  4. 7. All the consequences of service breakdown will eventually led to the loss of ________
  5. 9. Display this behaviour to show that you are on the customer's side
  6. 10. After listening to the customer, service staff should _______ and state that they completely understand what they are going through.
  7. 11. We need to keep our emotions in ______ when dealing with rip-off customers and staying positive at all time.
  8. 12. Employees need ______ to make sure they can deliver the best service and minimise breakdowns