Across
- 2. Being able to achive a positive outcome when dealing with challenging interactions
- 3. A two way process that has to be effective to provide service excellence
- 6. It is important to do this to get all the facts from the customer
- 7. The process of working towards one common goal
- 9. A display of thoughts, feelings and behaviours during any customer interaction
- 10. This is developed as a result of a number of positive experiences when interacting with customers
Down
- 1. You don't just answer the phone, you are this
- 4. A Non-Verbal communcation
- 5. Find out if this has been met at hte end of conversation with customer
- 8. Happens in any interaction where there are several points of high customer service