Across
- 3. Encounter interaction between a customer and a staff member
- 5. Moment a time when the customer experience makes a bigger impact on customer satisfaction than at other times.
- 7. Service service that meets or exceeds customer expectations
- 8. Quality Service providing the same good service and products to customers each and every time they come to your business
- 10. customer who purchases product or services from a hospitality business
- 11. of House (FOH) the area of hospitality that guests usually see
- 12. Employees employees whose main focus rarely involves interacting with customers
Down
- 1. an activity that is done for another person
- 2. of House (BOH) the area in hospitality that guests usually do not see
- 4. someone who purchases products or services from a business, such as a department store or hotel
- 5. Focused Employee an employee who can anticipate customer needs
- 6. Satisfaction the positive feeling that customers have about a business that meet their needs
- 9. the ability to put yourself in someone else’s shoes and know how that person feels
- 11. Employees employees whose main focus is to interact with the customers