Click the first and last characters of the items you find.

Unit 6 Word Search Puzzle

When managing customer's expectations, it is important to maintain ___.
Another way to identify the specific needs of customers is by __.
Going beyond the customers' expectations and doing more than what they would expect are examples of __ expectations.
Customers would be more resistant to trying the same product or service if they have had an unpleasant past __.
Job knowledge, quality, promptness and fairness in pricing are __ expectations of the customers.

One way to manage customers' increasing expectations is to tell them what they can __.
The apearance and behaviour of service employees, product design, package etc are customer touch __.
The grapevine, or word of __, is a very powerful tool.
The moment of ___ is the interaction between the customer and the customer service provider.
Desires of things not possessed or lacking.