Across
- 2. Improving customer service in order to stay ahead of competitors
- 4. Over and above the basic product or service
- 6. A person in an organization perceived by the customer as giving the customer service.
- 8. Identifying all risks which may exist and evaluating them for seriousness and the likelihood an incident
- 10. Person in the same organization as the service provider
- 12. When several customers want customer service at the same time
- 14. What people think should happen and how they should be treated in relation to customer service
- 15. During a customer service procedure there may be several points when customer awareness of customer service quality is particularly high
- 16. When the customer and service deliverer exchange information, product or service
Down
- 1. What a customer remembers about the customer service received
- 3. A brief statement of the main purpose of an organization
- 5. A question raised for inquiry, consideration, or solution.
- 7. A statement that you are unhappy or not satisfied with something
- 9. States the extent and limits of customer service offered by an organization
- 11. A bond formed due to the outcome of individual customer service transactions
- 13. What an organization does in order to meet customer expectations and generate customer satisfaction