Across
- 3. how guests want to feel
- 5. guest contacts with your service
- 6. the sum of beliefs and values in a company
- 7. exhange where guests get more than they expected
- 9. examples of what guests think will happen at a business
- 11. your goal for customer expectations
- 12. something you can tough and feel
- 17. nonverbal communication focused on how you say something
- 18. question type for starting conversations with guests
- 19. type of guest with high sociability and low dominance
Down
- 1. non-verbal communication with your eyes
- 2. the emotional work of our industry
- 4. something you cannot touch
- 8. the "H" in HEARD
- 10. online reviews that convince people to buy are an example of this
- 11. remarkable service attribute focused on doing things well with less time and effort
- 13. any interaction between company representative and guest
- 14. the physical work of our industry
- 15. type of customer with high dominance and low sociability
- 16. communication not using words