Across
- 3. Interaction between a customer and a staff member
- 4. There are eleven of these
- 7. Services that meets or exceeds customer expectations
- 9. Informal conversation people have about their experiences with a business
- 10. Someone who purchases products
- 11. A written plan designed to help staff members provide quality customer service
Down
- 1. Same service every time
- 2. The total customer experience with a hospitality business
- 5. Customer who purchases products or services from a hospitality business
- 6. Employee who can anticipate customer needs
- 8. The positive feeling customers have about a business that meets their needs