Across
- 2. Characteristics, values, beliefs that make people different yet similar
- 5. What the A stands for
- 7. The model which is best used to calm angry or frustrated customers
- 9. perceptions that customers have about the service or products that they should receive
- 13. Occurs when customer expectations are not satisfied by the service provider
- 14. focuses on another's appropriateness of dress and appearance in how they dress
- 15. determining factor in achieving your performance goals
- 16. acronym to help remember performance goals
- 19. System of shared attitudes,values and beliefs among people
- 21. What the U stands for
Down
- 1. What the R stands for
- 3. Long-term worth of an idea,person, place, or practice
- 4. Perceptions or assumptions that individuals or cultures maintain
- 6. the star of the show
- 8. A process to correct a customer breakdown and return the customer relationship to a normal state
- 10. corrections that result in crediting customer's account
- 11. Expectations perceptions an employee has of an organization
- 12. the expectation that personal information will be safeguarded against inappropriate use
- 17. What the B stands for
- 18. What the M stands for
- 20. Diversity the different racial, ethnic, and socioeconomic traits present in people grouped by situation, geographic location, group, or organization