1. Nonverbal Communication in Customer Service
CHAPTER FOUR
Nonverbal Communication in Customer Service

2. LEARNING OBJECTIVES 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. VOCAL CUES Pitch Volume Rate of speech Voice quality Articulation
Pauses
Silence
Semantics

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 finger or 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