Unit 6 Manage Customer Needs

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Across
  1. 2. A powerful tool than the formal communication channel is word of ___.
  2. 4. A situation in which a customer comes into contact with a brand or company is known as customer touch ___.
  3. 5. Expectations relating to the manner in which they are treated are known as ___ expectations.
  4. 6. Competence, job knowledge, promptness etc meet the ___ expectations of the customers.
  5. 9. Requirements and necessities.
Down
  1. 1. To manage customers' increasing expectation, maintain ___.
  2. 3. Desires of things not possessed or lacking.
  3. 6. Customers would be more resistant to trying the same product or service if the ___ experience was unpleasant.
  4. 7. The interaction between the customer and the customer service provider is termed the moment of ___.
  5. 8. One way to identify the specific needs of customers is to ___.