1. The World of Customer Service, 2e Odgers 1 Chapter 10 Chapter 10 Nonverbal Communication, Dress, and Manners Objectives Understand the elements and interpretations of body language Recognize the importance of having a dress code in the workplace Cite examples of business etiquette and manners

2. The World of Customer Service, 2e Odgers 2 Chapter 10 Customer-Friendly Body Language Body language includes tone of voice, eye movement, posture, hand gestures, facial expressions, and more. These nonverbal cues are more immediate, instinctive, and uncontrolled than verbal expressions.

3. The World of Customer Service, 2e Odgers 3 Chapter 10 A Message Consists of: 55% of the message = Nonverbal signals 38% of the message = Tone of voice 7% of the message = The words we use Therefore, 93% of every conversation is interpreted through body language.

4. The World of Customer Service, 2e Odgers 4 Chapter 10 Major Elements of Body Language Eye Contact – the eyes communicate more than any other part of the human anatomy Tone of Voice – this is especially important on the phone when visual cues are missing Smiling – this shows customers that you enjoy helping them Posture – an alert posture tells the customer that you are interesting in helping Gestures – using gestures contributes to how your total message is interpreted

5. The World of Customer Service, 2e Odgers 5 Chapter 10 Body Language Cues Openness and warmth Open-lipped smiling, open hands with palms visible Confidence Leaning forward, keeping the chin up Nervousness Smoking, whistling, fidgeting, wringing hands Untrustworthiness or defensiveness Frowning, squinting, clenching hands

6. The World of Customer Service, 2e Odgers 6 Chapter 10 Dressing to Make a Good Impression “There’s never a second chance to make a first impression… OR “First impressions are lasting ones…” Presenting an effective image in business shows competency, self-confidence, and professionalism.

7. The World of Customer Service, 2e Odgers 7 Chapter 10 Dress Code Elements Consider the following areas surrounding your overall appearance as you use common sense and exercise good judgment when following a company’s dress code: hair, nails, makeup, dress, footwear, jewelry and accessories, perfume and cologne

8. The World of Customer Service, 2e Odgers 8 Chapter 10 The Business Attire Issue Businesses consider the following when deciding to develop an appropriate dress code for employees: The business’s public image The nature of the work performed by the employees affected by the dress code Safety standards

9. The World of Customer Service, 2e Odgers 9 Chapter 10 Personal Dress Standards Your industry, age, geographical location, position in the corporate hierarchy, and personality will contribute to determining what is appropriate dress for each employee. Regardless of how informal the outfit, clothes should always be clean and pressed, stain- and odor-free, and not ripped, torn, or frayed.

10. The World of Customer Service, 2e Odgers 10 Chapter 10 Business Etiquette and Manners Business etiquette dictates the rules of acceptable behavior that identify the application of correct or polite manners in a general business situation. Soft skills, like punctuality, positive attitude, and cooperation are more important than knowing how to perform a job.