GT LU 4 Module 3

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Across
  1. 5. Ensure to do this with your regular customers
  2. 8. Improving the service to customers makes them feel this way
  3. 9. the ________is the most important role-player in your company
  4. 11. angry and upset customer
  5. 14. Do this when the customer is waiting
  6. 15. First ___________ count
  7. 16. Never offer the guests something that you cannot ___________
  8. 17. Amount of people a dissatisfied customer would tell of their experience
  9. 20. Do this with a complaint when you can not deal with it yourself
  10. 21. seeing the world from the customer's perspective
  11. 23. teenagers will have totally different needs than those of retired people in nearly all respects
  12. 25. Listening process when dealing with customers
  13. 26. “The buyers of goods and services who are not employed by, or associated with, the selling organisation”
  14. 28. Making this contact when customer enter
  15. 29. Using "Thank you" instead of "Thanks"
  16. 32. Not sharing company information
  17. 34. Making regular eye contact will help you with this
  18. 35. Always have a welcoming ________
  19. 36. Listen to the customer without doing this
  20. 37. remain this way when dealing with an irate customer
Down
  1. 1. offer different meal choice if they are not allowed to eat meal due to this reason
  2. 2. This is the final step in the customers’ decision-making process
  3. 3. tone of voice when dealing with customers
  4. 4. “A person, group or team in an organisation to who completed work is passed by fellow employees”
  5. 6. Do what you ________
  6. 7. use customers' _______
  7. 10. statements that make the overall goals of the company clear
  8. 12. Exceed this of the customer
  9. 13. Status that determines the client’s level of spending, and their disposable income.
  10. 18. Ask a question or make a statement that builds on what has been said
  11. 19. A lost of customers do this to your organisation
  12. 22. _________point is when all bills are paid
  13. 24. Customers leave because their experience with a product or service failed to live up to this
  14. 27. Deal with angry customers in this manner
  15. 30. Anticipate your customers’ needs by them to their destination
  16. 31. Complaints received from customers is a method of this
  17. 33. express your thoughts, feelings and beliefs in an honest and upfront way,that considers the rights and feelings of other people