Post on 23-Nov-2014
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HTT160/NORAZLINA RAHMAT 1
Chapter 4Nonverbal Communication
in Customer Service
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Nonverbal communicationMovements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often in conjunction with verbal messages.
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The scope of nonverbal behavior
• Body language• Vocal cues• Appearance and grooming• Spatial cues• Environmental cues• Miscellaneous cues
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Body language• Eye contact
windows to the soullooking away more often
> disinterest/ dishonestFlirt
• Posture the way u position your body
• Facial expressioncan signal dozens of emotionssmile > friendship, acceptance, cheerful, comfort, mask
nervousness, embarrassmentsometimes lead to problem -middle east customers
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• Nodding of headsignal agreement and indicate that they listen
to the speaker• Gestures
the use of head, arms, shoulder to accentuate verbal messages
E.g.: gain attention, clarify or describe further, emphasize a point
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Vocal cues• Pitch – changes in voice tone• Volume – degree of loudness• Rate of speech -speed• Voice quality – raspy, nasal, hoarse• Articulation – pronunciation >clarity of words usage• Pauses • Silence• Semantics –choice of words (jargon)
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Appearance and grooming
• Hygiene• Clothing and accessories
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Spatial cues• Intimate distance 0-18”
– family and intimate relationship• Personal distance 18”-4 ‘ - close friends, business colleagues, trusted
people • Social/work distance 4’-12’ -customer service• Public distance 12’ or more - people do not know each other
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Environmental cues…
• Clutter• Cleanliness• Remove offensive items
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Miscellaneous cues• Personal habits• Time allocation and attention• Follow-through – follow up• Etiquette and manners• Color
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Role of gender• Communication differences• Approach relationship differently• Eg : male + male = male + female = • Brains develop at different rates
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Impact of culture• Personal knowledge and growth increases• Awareness of similarities important• Must learn about cultures, habits, values
and beliefs• Requires action plan for learning about
culture and people
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Unproductive behavior• Unprofessional handshake• Fidgeting - hand-wringing, throat-clearing, playing
with items while u speak, licking lips, drumming finger
- shows anxious, distracted, annoyed• Pointing finger or object
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• Raising eyebrow - signals skepticism / doubt• Peering over glasses - signals displeasure, disbelief• Crossing arms - close mind, resistance, opposition• Holding hands near mouth - hiding something, doubt
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Improving nonverbal communication
• Seek out nonverbal cues• Confirm perceptions• Seek clarifying feedback• Analyze interpretations of cues
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Customer focused behavior• Stand-up• Act promptly• Guide rather than direct• Be patient• Offer assistance• Reduce customer wait times• Allow customers to go first• Offer refreshments• Be professional
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Advantage of customer-focused behavior
• Image is enhanced• Loyalty is increase• Word-of-mouth advertising increases• Complaints are reduced• Financial loses decrease• Employee-Customer communication improves
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END OF CHAPTER 4
THANK YOU