Across
- 3. A big turn-off for customers
- 6. What is essential when dealing with on-line ordering?
- 8. What type of customer stays with a brand despite competitive offers?
- 9. A type of service encounter
- 13. Customers expect to have the same level of service every time they contact a company. This is called?
- 14. The Entrepreneur's Guidebook Series says you must remind your customers that your service is what?
- 15. The what of service is the chain of events made up of particular touch points or encounters?
Down
- 1. What would be one of the first touch points you would encounter at a restaurant?
- 2. A touch point is defined as the communication, human and ____ interations your customers experience during their relationship lifecycle with an organisation
- 4. An organisation must manage its moments of truth, through the cycle of service to ensure they deliver what type of service?
- 5. One way to keep up with your customer's changing needs is to do what with them?
- 7. What could a company find that is more important than improving sales?
- 10. What type of customer service is the number one reason that people discontinue doing business with a company?
- 11. One of the four basic categories for customer touch point management
- 12. When an employee is able to provide correct assistance to customers in completing transactions or providing information