Chapter 2 Vocabulary Puzzle

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