Across
- 2. Any instance when a customer initially contacts any organization element or representative
- 3. Instance in which a customer connects with the service provider or some other aspect of an organization
- 5. Refers to the number of customers who leave a supplier during a given time period
- 7. Backup systems or procedures that are implemented when regular ones breakdown or fail to function as intended
- 8. Technological approach to sales and service that integrates desktop, mobile, telephone technology, and videoconferencing with traditional face-to-face access in order to provide a seamless service experience for customers
Down
- 1. Relationship of two organisations through which partners build a larger and stronger competitive presence in the marketplace
- 3. Set of standards, often developed by employees, that guide the conduct of all employees
- 4. key Element in cementing interpersonal relationships
- 6. Any instance in which a service provider or organization interacts with a customer