Chapter 2 Vocabulary Puzzle

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