Across
- 3. Allows us to aim for zero service defects
- 5. By doing this to time, we can minimise disruptions
- 7. This rule requires a call back by 4PM on day query is received
- 9. Structured process to get qualitative feedback on service provided
- 11. Trust is made up of Credibility, Self-Disclosure and ....
- 13. Working in these is a barrier to Teamwork
- 14. Understanding something from another persons point of view
Down
- 1. First element of our Service Steps
- 2. Listening technique that allows us to fully understand what a customer is saying
- 4. Implementing this could help to reduce half of all our complaints
- 5. This body contributes to 55% of how our message is communicated
- 6. Most powerful impact on first impressions
- 8. One of the 5 Relationship Techniques
- 10. Anticipating the needs of our customers
- 12. One of the three "R"s of good teamwork