Across
- 2. give the customers recognition at every opportunity.
- 6. a follow-up approach when you have reassigned the customer's problem to somebody else.
- 7. this occurs whenever the product or service delivered fails to meet customer needs, wants and expectations.
- 9. a follow-up approach to solidify your relationship with the customer.
- 10. a gap when the organisation offers a service that is different from what the consumer had expected.
Down
- 1. domineering behaviour is part of the personality style of this group of customers.
- 3. number of gaps captured in the Service Quality Model.
- 4. "I can see you are really uncomfortable about this."
- 5. these customers complain in a reasonable manner and are interested in how you are going to get the results.
- 8. Step 1 of the service recovery techniques.