Across
- 3. Action that produces the desired result for customers
- 5. To meet the customers needs or wants when there is a problem.
- 7. Try to give customers more than one option to ____ from.
- 9. The standard of service our customers expect.
- 10. Assistance or support for customers
- 12. You do this with your ears to find out what the customer is calling about.
- 13. Exchange information
- 15. Disregard a customer deliberately.
- 16. We must aim to provide great service the _____ time.
- 18. It's not sympathy but shows we understand.
Down
- 1. A complaining customer expects a ____ resolution.
- 2. You need to ask these to find out why the customer is calling.
- 4. The people you are here to serve.
- 6. A customer who needs immediate action wont like this.
- 8. What the customer wants from us when there is a problem.
- 11. The opposite of rigid.
- 13. Be concerned about the customer.
- 14. How we want our customers to feel at the end of the call.
- 17. Good service is about the way we ____ customers.