Across
- 1. delivery delivering service to customer
- 4. paying attention to speaker
- 5. spoken words
- 8. satisfaction company meets/exceeds customer expectations
- 12. being friendly to customer
- 13. deliver promised service
- 15. internal customer
Down
- 2. short for electronic mail
- 3. receiver's feedback
- 6. rhymes with sympathy
- 7. hinders communication
- 9. application of scientific knowledge for practical purposes
- 10. shared information
- 11. language facial expressions, gestures, posture
- 14. programs rewarding clients for purchasing goods/ services