Across
- 3. The customer is ....
- 5. The moment of ....
- 7. Concierges need to offer ..........
- 9. This is the quality of a business that gives confidence that it will be reliable.
- 11. .... customer service involves delighting the customer.
Down
- 1. An important quality of customer service that means things happen as promised.
- 2. The person a business needs to look after.
- 4. This is the quality of a business that gives confidence that queries will be dealt with quickly.
- 6. Unit 3 is about customer ....
- 8. ... customer service would be ignoring the customer.
- 10. People who put themselves in others' shoes are showing this.