Wowing our customers

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Across
  1. 4. Drawing people in through conversation and interaction
  2. 5. more than expected
  3. 8. Doing something quickly and with little waste
  4. 10. Anticipating customer needs and taking action
  5. 11. Attending to queries in a timely manner
  6. 13. Able to change according to the situation
  7. 14. Noticing details with care
  8. 15. Showing sympathy and understanding
  9. 17. Building relationships
  10. 18. Stick to your word
Down
  1. 1. A pleasant interaction
  2. 2. Demonstrating courtesy and competence
  3. 3. Go the extra mile
  4. 6. A pillar of good customer service
  5. 7. To make things easy
  6. 9. Understanding customers on an emotional level
  7. 12. A virtue when dealing with customers
  8. 13. Express graditude
  9. 16. Making sure to provide correct information to customers