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Across 7. Finally, customers are the reason an organization is in business 10. To reduce or eliminate future correspondence on the same subject so the message doesn’t create more work for the writer 11. clients who are unpleasant and hard to help because they are argumentative, complaining, irritable, moody, insulting, impatient, and/or have a leave-me-alone attitude. 12. Give any good news and summarize the main points 13. A more proactive effort is made to use cultural differences and intercultural skills to maximize understanding and relationships with people from other cultures 17. knowing and identifying cultural differences can make a big difference between successful business 19. Policy must be uniform enough so that it can be efficiently followed by the subordinates. 21. Our strategy is to retain the customer whenever possible. 23. Sales/Coupons/Rebate policies 28. customers who intentionally attempt to avoid paying part or all of the price for a goods or services. 32. “We would be happy to exchange the product for a similar product of higher quality.” 34. “Would that be satisfactory?” 37. To give information or good news to the reader or to reassure the reader 38. A policy should be simple and easily understood by all in the organization. 40. Policy should be appropriate to the present organizational goal. 41. Policy should be flexible in operation/application. This does not imply that a policy should be altered always, but it should be wide in scope so as to ensure that the line managers use them in repetitive/routine scenarios. 42. An inbound call center also does this important task. 43. Policy should be specific/definite. 44. is its philosophy of providing quality service. 45. Summaries 46. The ability to adapt communication patterns 47. predetermined course of action which is established to provide a guide toward accepted business strategies and objectives 48. processes and training necessary to improve your responsiveness and handling of customer inquiries. 49. “I apologize that the product was not of the quality that you expected. I understand your frustration. I can help.”

Down 1. Your gain in cause 2. To do this, you must find solutions and correct the mistake without getting as upset as the customer, being defensive, 3. Writing correspondence conveys information 4. Rely heavily on nonverbal signs. 5. can relate to materials or services, conditions and if necessary delivery dates. 6. quality, responsiveness, courtesy, follow-through 8. Greets the person promptly and courteously. 9. Rely more on content rather than on context. 14. overly confident customers who fell they know more and are better than the average person. 15. “In order for us to improve on the quality – and for me to better serve you, may I ask what specific areas were of poor quality?” 16. Going the extra mile for a customer is good business, but sometimes it can come back to haunt you. When you give a customer something extra 18. the things that people must have in order to lead full and happy lives 20. typically involves explaining company procedures 22. Satisfying the needs of customers requires organizations maintain close contact with them. 24. helpful attributes for a help desk specialist 25. A U.S. military officer student attended a military meeting at the French Embassy. At the end of the keynote speech, the student was the only person in the room to applaud. 26. Provided to the customer 27. can help a business to be more competitive. In many cases 29. by describing how it helps streamline business transactions that actually help customers in the long run. 30. In order to have a wide scope, a policy must be comprehensive. 31. Policy should be stable else it will lead to indecisiveness and uncertainty in minds of those who look into it for guidance. 33. For most organizations customers not only affect decisions made by the marketing team 34. Policy must be unambiguous. It should avoid use of jargons and connotations. There should be no misunderstandings in following the policy. 35. For high-technology resellers or manufacturing firms 36. Nothing is as frustrating as a client who wants to stand over your shoulder, guiding – or second-guessing 39. constructed by us or imposed on us by society.