Make A Great Impression on the Customer

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Across
  1. 4. You want to offer these before the customer offers their own
  2. 7. Something that a dissatisfied customer wants when the company has, in some way, wronged the customer
  3. 9. To be knowledgeable and accurate, you must speak with this
  4. 10. _____ with the relationship in mind; MAGIC Step 5
  5. 11. When you are doing this, you are offering options/solutions before the customer asks
  6. 15. Includes a mindset of ownership as well as behaviors that are action and results oriented.
  7. 16. In your greeting, you want the customer to feel Welcome, ______, and Important
Down
  1. 1. Make a _____; MAGIC Step 1
  2. 2. A perception that someone has of you
  3. 3. Being proactive helps manage the interaction's _____.
  4. 5. Words or phrases that put distance between you and the customer
  5. 6. "Have a great day" is what type of phrase
  6. 8. Educate with ____ information
  7. 12. _____ Professionally; MAGIC Step 2
  8. 13. Express ____ through words and tone
  9. 14. Use customer's ____ as soon as you hear it