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CHAPTER FOUR

CHAPTER FOUR. Nonverbal Communication in Customer Service. L EARNING O BJECTIVES. 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

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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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