Across
- 10. steps to support a policy
- 11. process to educate
- 12. non verbal queues
- 14. gained when consistent service is provided
- 18. fast and accurate
- 19. that which sets you apart
- 20. solution to a problem
- 21. acts that can be carried out
- 24. shopping process of evaluating staff objectively
- 25. ensures quality
- 26. questioning that invites dialogue
Down
- 1. without bias
- 2. set of rules to be followed
- 3. measures demanded by customers
- 4. act of acknowledging
- 5. ensures confidence
- 6. grievance held by a customer
- 7. process of empathising in a complaint process
- 8. when the experience surpasses the ordinary
- 9. a model devised for handling customer complaints
- 13. knowing the consequence for a customer in a complaint process
- 15. methodical process
- 16. purpose that lasts into the future
- 17. evaluation can only take place when this is provided
- 22. set of behaviours that govern customer service
- 23. a form of compensation
- 25. questioning that confirms