Recap of Lecture 2

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Across
  1. 2. MOMENT OF ___________ is an instance of contact or interaction between a customer and a company that gives the customer an opportunity to form (or change) an impression about the company.
  2. 3. Service ____________ is changing a customer’s bad experience can be turned into a good one.
  3. 6. ____________ is value-added compensation to make it up to the customer for the inconvenience caused by the service breakdown
Down
  1. 1. _________ service are the extra that make the core service more appealing
  2. 4. Service ___________ is a system of values and beliefs in an organisation that reinforces the idea that providing the customer with quality service is the principal concern of the business.
  3. 5. __________ service is what the customer spends their money on