Across
- 2. Non-verbal: Smiling
- 6. What Type of Communication?: Face-to face conversation
- 9. The process of recovering from a poor customer service experience and regaining customer loyalty
- 10. _________ service can assist you in solving problems
- 11. The tone of voice, rate, volume of speech, and stress placed on words
Down
- 1. Non-Verbal: Crossing your arms
- 3. __________ service will escalate the problem
- 4. Method of communication ex.face to face, phone,fax, email
- 5. Conveying and exchanging messages without the use of spoken words
- 7. This form of non-verbal communication is particularly important for people who have hearing loss
- 8. Nodding or shaking your head is an example of a _________
- 12. Incompatible and opposing views between individuals, organizations and groups