Managing Customer Expectations & Handling ComplaintsWhat customers anticipate receiving (11) The result when expectation exceeds actual (9) Being clear and understandable in communication (8) Actively listening and staying calm during complaints (5) Ensur

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Across
  1. 4. Understanding and sharing the feelings of the customer
  2. 5. Proactively setting these is crucial for banks
  3. 7. A key principle: under-promise and _______-deliver
  4. 8. Being clear and understandable in communication
  5. 9. LEAVE A high percentage of dissatisfied customers do this instead of complaining
  6. 10. The result when expectation exceeds actual
  7. 12. Asking questions to understand the root cause of a complaint
  8. 13. CUSTOMER The first step in understanding expectation
Down
  1. 1. Taking ownership of a situation
  2. 2. SERVICE Ensuring consistent quality across all service points
  3. 3. The customer's perception of the service received
  4. 4. What customers anticipate receiving
  5. 6. COMMITMENT Ensuring the customer agrees with the proposed solution
  6. 11. Actively listening and staying calm during complaints