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Solution

Unit 6

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								6

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8

				9
10

Across:

6.	Another way to identify the specific needs of customers is by __.
7.	The apearance and behaviour of service employees, product design, package etc are customer touch __.
10.	Customers would be more resistant to trying the same product or service if they have had an unpleasant past __.

Down:

1.	Job knowledge, quality, promptness and fairness in pricing are __ expectations of the customers.
2.	The grapevine, or word of __, is a very powerful tool.
3.	Desires of things not possessed or lacking.
4.	When dealing with customers, it is important to maintain __.
5.	Going beyond the customers' expectations and doing more than what they would expect are examples of __ expectations.
8.	One way to manage customers' increasing expectations is to tell them what they can __.
9.	The moment of ___ is the interaction between the customer and the customer service provider.

© 2014 PuzzleFast.com, Noncommercial Use Only

Unit 6

1

P

2

M

R

O

3

W

A

4

C

5

D

U

A

C

6

O

B

S

E

R

V

A

T

I

O

N

T

N

L

H

T

7

P

O

I

N

T

S

I

S

C

I

G

A

S

H

8

E

L

T

T

X

E

F

P

9

T

N

U

10

E

X

P

E

R

I

E

N

C

E

L

C

U

Y

T

T

H

Across:

6.	Another way to identify the specific needs of customers is by __.
7.	The apearance and behaviour of service employees, product design, package etc are customer touch __.
10.	Customers would be more resistant to trying the same product or service if they have had an unpleasant past __.

Down:

1.	Job knowledge, quality, promptness and fairness in pricing are __ expectations of the customers.
2.	The grapevine, or word of __, is a very powerful tool.
3.	Desires of things not possessed or lacking.
4.	When dealing with customers, it is important to maintain __.
5.	Going beyond the customers' expectations and doing more than what they would expect are examples of __ expectations.
8.	One way to manage customers' increasing expectations is to tell them what they can __.
9.	The moment of ___ is the interaction between the customer and the customer service provider.

© 2014 PuzzleFast.com, Noncommercial Use Only