Across
- 5. handshake to create a positive impression
- 6. established in male-dominated societies
- 7. protects individuals' personal data
- 8. level 2 of customer expectation
- 9. mindset in viewing customers as most important
- 10. number of levels in Maslow's Hierarchy
- 12. ability to meet customer's needs and resolve customer's problems
- 13. sign of restlessness or discomfort
Down
- 1. the most basic level in Maslow's Hierarchy
- 2. using hands to describe things
- 3. ability to provide good service consistently
- 4. questioning technique to get customer talking
- 11. "Tell me in detail what happened."
- 14. tone used to interact with angry/upset customers