Across
- 4. characteristics like age, income, marital status, education
- 6. our personal vision of the result that will come from our experience
- 9. when customers participate in providing as least part of their own customer service
- 10. the combination of our current knowledge, reputation and professionalism
- 12. checking back to determine cheater or not a situations operation according to the initial plan
- 13. lifestyles, modes, of living needs, motives, attitudes, culture, hobbies
- 14. a set of principles that govern the conduct of an individual or group
- 18. the evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial
- 19. __________ is when the customers expectations based on previous experiences that are enhancements to the primary expectations
- 20. a combination of our beliefs, perceptions, and ideas about the appropriate response to a situation
- 21. composed of values, beliefs, and norms shard by a group of people
Down
- 1. _________customer the people we work with throughout our organization
- 2. to enable or permit customer service providers to make a range of decision to assist their customers
- 3. a problem solving strategy that can be used by groups often or more
- 5. a hostile encounter that occurs as a result of opposing needs, wishes or ideas
- 7. customer ___________ is the overall feeling of contentment with a customer interaction
- 8. the way that we see something based on our experience
- 11. _________customer the customers we do business with outside our organization
- 13. ___________ expectations is when customers have the basic requirements of an interaction
- 15. the means by which the organization will fulfill its purpose
- 16. customer ___________ is anything we do for the customer that enhances the customer experience
- 17. a plan for positive action