Nonverbal Communication in Customer Service CHAPTER FOUR Nonverbal Communication in Customer Service

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

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

COMMUNICATION OF FEELINGS

BODY LANGUAGE Eye contact Posture Facial expressions Nodding of head Gestures

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

APPEARANCE AND GROOMING Hygiene Clothing and Accessories

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

ENVIRONMENTAL CUES Clutter Cleanliness Offensive items

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

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

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

UNPRODUCTIVE BEHAVIORS Unprofessional handshake Fidgeting Pointing finger or object Raising eyebrow Peering over glasses Crossing arms Holding hands near mouth

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

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

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

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