Across
- 2. You must respond to customer feedback quickly with service (x)
- 3. Customer service is an organization’s (x) to supply their customers’ wants and needs
- 6. A loyal customer is one who obeys the three R’s: Retention, Repeat Sales, and (x)
- 7. The Services Marketing Triangle reinforces the importance of people and processes in a company’s ability to deliver the promises made during the (X) marketing activities
- 8. Xerox conducted a study which found that a “highly satisfied” customer is (x) times more likely to buy again as one who is simply “satisfied”.
- 13. Customer service is the ability to provide a service or product in the way that it has been (x)
- 15. Your business success depends on how you(x)your employees
- 16. Customer service is a (x) attitude that can be summed up as: I care and I can do
- 21. it is critical that managers understand and (x)internal service quality
- 22. The Services Marketing (X) is a strategic marketing model. It provides a visual way of understanding the importance of people in a services business
- 23. Internal service quality is defined as the quality of services frontline employees (x) from the rest of the organisation
- 24. Service that is good, but not (x), can be your worst enemy
- 26. In one study, a 5% increase in customer loyalty produced (x) increases from 25% to 85
- 27. a customer service programme consists of (x) and training
- 28. Customer Service is a phrase that is used to describe the process of taking care of our customers in a (x) manner
Down
- 1. If you're serious about gaining loyal customers, you need to gain customer (x) and document your results
- 4. is another marketing term for staff
- 5. this type of marketing focuses on attracting new customers and simply getting the job done
- 8. Customer (x) is about treating customers as you would like to be treated yourself
- 9. Workplace design is the way a workplace is organised and equipped in order to create (x)productivity
- 10. job design involves administrative areas such as job (x)
- 11. Customer Service is any contact between a customer and a company, that causes a negative or positive (x) by a customer
- 12. Customer Service is the commitment to providing (x) added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner
- 14. “Satisfied” is simply no longer (x)
- 17. Job design refers to administrative changes that can help (x) working conditions
- 18. Customer service is a process for providing (x) advantage and adding benefits in order to maximize the total value to the customer
- 19. The service triangle outlines all the (X) that exist between the company, the employees and the customers
- 20. The difference between “good” and “exceptional” is the difference between a customer who “might” buy from you again and one who will (X) buy from you again…and again
- 25. the service triangle outlines all the relationships that exist between the company, the employees and the (X)