Managing Customer Expectations

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Across
  1. 2. a strong verb meaning to be able to or have the ability, power, or skill to
  2. 5. the people you will be working with, the tools you will use
  3. 7. a medium strength verb meaning to regard as likely to happen
  4. 8. how the customer will know your commitment is complete
  5. 11. the SMART way to tell a customer "when"
  6. 13. a strong verb meaning is determined to or definitely will
  7. 14. a medium strength verb meaning to form an approximate judgement
  8. 17. when you must ______ the customer's expectation, it's important to tell them what you CAN do for them
  9. 18. what the customer anticipates receiving as part of our delivery
  10. 20. a strong verb meaning determined or sure to
Down
  1. 1. a weak verb meaning to designate as a goal
  2. 3. changing some part of the customer's expectation, provide a substitute
  3. 4. the person or people whose expectations matter most
  4. 6. the customer's expectation fully aligned with what we can reasonably deliver so we can _________ their expectation
  5. 9. achieveable
  6. 10. used to express conditional possibility or ability; when used in the simple past tense, it is as strong as can
  7. 12. always ______ the agreement being sure to address who, what, when, where, how, and why
  8. 13. the "S" in SMART
  9. 15. used to express condition; when used in the simple past tense, it is as strong as shall
  10. 16. a weak verb meaning to have in mind as something to be done or brought about
  11. 19. a medium strength verb meaning to declare or tell in advance