Across
- 5. Our intention by 2020
- 6. The capacity to share or recognise emotions experienced by the customer
- 9. Customers hate it
- 10. The 'R' of Rola's personality
- 11. This is our measurement of success
- 12. Dominate, means we need to ...
- 13. Loyal Customers are known as ...
- 14. This results from a combination of Efficiency & Effectiveness
- 16. Rola Business Philosophy, "anyway" vs "..."
- 18. This is our focus at Rola
- 21. Rola's Brand promise
- 23. Actively look for the ... news
- 25. Customers have two types of needs, Practical and ...
- 26. This is our driving force at Rola
- 28. Knowledge, attitude & skill
Down
- 1. A lot of emphasis is placed on this within Rola's brand
- 2. Customers Touch Point
- 3. Number of typical emotional needs of the customer
- 4. The kind of behaviour expected from all
- 7. One of the 5 Rola values
- 8. Continuous improvement
- 15. Smiling happy customers to recommend your business
- 17. It measures the willingness of customers to recommend your business
- 19. Happy Employees are known as ...
- 20. Customer satisfaction is not good enough anymore, we need to...
- 22. After training
- 24. Customer Satisfaction Index
- 27. Voice of the customer