Across
- 5. Communication without words
- 7. The knowledge that travel
- 8. Senior colleagues show staff and trainees how to do tasks
- 12. A package tourorganised by a tour operator to provide for a particular customer's needs
- 14. A plan relating to how staff should deliver customer service
- 15. Learning skills whilst working
- 16. Levels of customer service quality
Down
- 1. Staff members who have more responsibility
- 2. A tour plan or programme
- 3. How staff present themselves to customers
- 4. Working unpaid for a short period of time
- 6. A way staff and trainees can experience different jobs in an organisation
- 9. Person of reduced mobility
- 10. Training provided within an organisation
- 11. The trainee observes an experienced member of staff
- 13. A wireless sound system used to help people with a hearing aid