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CHAPTER FOUR

Learn about the impact of nonverbal communication on customers and how to use cues to improve customer satisfaction. Explore the role of gender and culture, as well as the advantages of customer-focused behavior.

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CHAPTER FOUR

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  1. CHAPTER FOUR Nonverbal Communication in Customer Service

  2. LEARNINGOBJECTIVES • Define nonverbal communication • Recognize the impact of nonverbal communication on customers • Use cues to achieve and improve customer satisfaction • Explain effect of gender and culture • Describe advantages of customer-focused behavior • Project customer-focused image

  3. NONVERBAL COMMUNICATION Movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often in conjunction with verbal messages

  4. COMMUNICATION OF FEELINGS

  5. BODY LANGUAGE • Eye contact • Posture • Facial expressions • Nodding of head • Gestures

  6. Pitch Volume Rate of speech Voice quality Articulation Pauses Silence Semantics VOCAL CUES

  7. APPEARANCE AND GROOMING • Hygiene • Clothing and Accessories

  8. SPATIAL CUES • Intimate distance 0-18” • Personal distance 18”-4’ • Social/work distance 4’-12’ • Public distance 12’ or more

  9. ENVIRONMENTAL CUES • Clutter • Cleanliness • Offensive items

  10. MISCELLANEOUS CUES • Personal habits • Time allocation and attention • Follow-through • Etiquette and manners • Color • The Body Language Dictionary

  11. ROLE OF GENDER • Communication differences • Approach relationships differently • Brains develop at different rates

  12. IMPACT OF CULTURE • Personal knowledge & growth increases • Awareness of similarities important • Must learn about cultures, habits, values & beliefs • Requires action plan for learning about other cultures & people

  13. UNPRODUCTIVE BEHAVIORS • Unprofessional handshake • Fidgeting • Pointing fingeror object • Raising eyebrow • Peering over glasses • Crossing arms • Holding hands near mouth

  14. IMPROVING NONVERBAL COMMUNICATION • Seek out nonverbal cues • Confirm perceptions • Seek clarifying feedback • Analyze interpretations of cues

  15. CUSTOMER-FOCUSED BEHAVIOR (1) • Stand up • Act promptly • Guide rather than direct • Be patient • Offer assistance

  16. CUSTOMER-FOCUSED BEHAVIOR (2) • Reduce customer wait times • Allow customers to go first • Offer refreshments • Be professional

  17. ADVANTAGES OF CUSTOMER-FOCUSED BEHAVIOR • Image enhanced • Loyalty increases • Word-of-mouth increases • Complaints reduced • Financial loses decrease • Communication improves

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