Across
- 2. ______ customers are a great asset to the company as they stick to the brand and recommend it to others, increasing revenue.
- 5. _____ customer will be the immediate consequence of a service breakdown
- 6. Negative feedback about a company can damage its __________
- 8. Lack of ________ is the three reasons for low employee morale.
- 12. Service breakdown happens because of lack of_________
- 13. These can be the appearance and outlook of physical facilities, equipment and personnel
- 14. Not giving frontline employees the tools, authority and power to solve customer problems
- 15. For high roller customer, we should go the ____ mile to serve them
Down
- 1. A __________ customer will tend to complain about a product and service as the product/service failed to deliver on the initial promise.
- 3. Two ways to _______ service breakdown: know the path and know the medium
- 4. An ______ customer is confused about a product.
- 7. All the consequences of service breakdown will eventually led to the loss of ________
- 9. Display this behaviour to show that you are on the customer's side
- 10. After listening to the customer, service staff should _______ and state that they completely understand what they are going through.
- 11. We need to keep our emotions in ______ when dealing with rip-off customers and staying positive at all time.
- 12. Employees need ______ to make sure they can deliver the best service and minimise breakdowns