Service Excellence Crossword

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Across
  1. 3. Service recovery is important because it allows businesses to turn a negative experience into a positive one, thereby increasing customer loyalty. This phenomenon is known as the service _______
  2. 5. One of the key elements of service excellence is when service staff are dressed presentably
  3. 8. One of the ways to measure Service Excellence is by measuring average ______ time
  4. 9. Maya Angelou said that "People may not remember what we say, but people will remember how we make them ___
  5. 10. To break the anger cycle of customers, one of the things we need to practise is _______ listening
  6. 11. Service Design helps to _______ customers' need
  7. 13. Childhood ______ is one of the reasons why people will subconsciously use anger to express emotions
  8. 14. When service staff answers to customers' requests
  9. 18. Service excellence is about_____ expectations
  10. 19. The 5 dimensions of Service Excellence is called _______ model
Down
  1. 1. Service excellence is a ______ behaviour
  2. 2. When we focus on Service Excellence, we will get customer_____
  3. 4. Service Design is used to _______ ourselves from competitors
  4. 6. After Service Recovery, it is important to follow up and maintain a ________ relationship with customers
  5. 7. In Service Recovery, it is important to _______ our apology so that we can have a positive connection with customers
  6. 12. By focusing on Service Excellence, we can generate a positive _____ image for the organization
  7. 15. When we work on our service excellence standards, we are focused on achieving long term _____ value
  8. 16. Anger is a _______ emotion
  9. 17. In Service Excellence, we aim to provide a ________ service