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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

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