CustomerServiceChap4

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CustomerServiceChap4

  1. 1. 4 2 <ul><li>Define nonverbal communication. </li></ul><ul><li>Recognize various nonverbal cues and their effect on customers. </li></ul><ul><li>Explain the effect that gender has on communication. </li></ul>Skills for Success Nonverbal Communication Skills Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Learning Objectives , continued: <ul><li>Describe the effect of culture on nonverbal communication. </li></ul><ul><li>Identifying unproductive behaviors. </li></ul><ul><li>Use a variety of nonverbal communication strategies. </li></ul><ul><li>Demonstrate specific customer-focused nonverbal behavior. </li></ul>
  3. 3. Nonverbal Communication <ul><li>Nonverbal Communication Defined : </li></ul><ul><li>Nonverbal messages such as movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often with verbal messages. </li></ul>
  4. 4. Feelings : How they are communicated <ul><li>Communication of feelings : </li></ul><ul><li>55% of message meaning (feelings) between two people is from facial and body cues </li></ul><ul><li>38% is from vocal cues </li></ul><ul><li>7% is from words actually used </li></ul>
  5. 5. Categories of Nonverbal Communication <ul><li>Understand the makeup of nonverbal communication : </li></ul><ul><li>Body language </li></ul><ul><li>Appearance/grooming </li></ul><ul><li>Environmental cues </li></ul><ul><li>Visual cues </li></ul><ul><li>Spatial cues (proxemics) </li></ul><ul><li>Miscellaneous </li></ul>
  6. 6. Types of Body Language <ul><li>Body Language </li></ul><ul><li>Eye contact </li></ul><ul><li>Posture </li></ul><ul><li>Facial expressions </li></ul><ul><li>Head nodding </li></ul><ul><li>Gestures </li></ul>
  7. 7. Environmental Cues <ul><li>What are environmental cues ? </li></ul><ul><li>Any aspect of the workplace within which a customer comes into contact. </li></ul><ul><li>How does a customer view stacks of paper or clutter? What other aspects of the environment may cause a customer to view the organization negatively? </li></ul>
  8. 8. The Role of Gender in Nonverbal Communication <ul><li>Behavioral Differences Between Males/Females </li></ul><ul><li>Body </li></ul><ul><li>Vocal </li></ul><ul><li>Facial </li></ul><ul><li>Behavior </li></ul><ul><li>Environmental </li></ul><ul><li>Men and women differ in their approach to relationships. These are general differences that are seen in many men and women. </li></ul>
  9. 9. Impact of Culture on Nonverbal Communication <ul><li>Define the impact of culture . </li></ul><ul><li>This phrase refers to the outcome from contact between people from various countries or backgrounds, potentially experiencing misunderstandings or relationship breakdowns. </li></ul><ul><li>To be successful in a global economy, you need to be familiar with the many cultures, habits and beliefs of a wide variety of people. </li></ul>
  10. 10. Unproductive Behaviors <ul><li>Habits or Mannerisms : Do they impact service ? </li></ul><ul><li>Unprofessional handshake </li></ul><ul><li>Fidgeting </li></ul><ul><li>Pointing a finger or other object </li></ul><ul><li>Raising an eyebrow </li></ul>
  11. 11. Unproductive Behaviors , continued <ul><li>Habits and mannerisms can send negative signals . </li></ul><ul><li>Peering over glasses </li></ul><ul><li>Crossing arms or putting hands on hips </li></ul><ul><li>Holding hands near or over mouth </li></ul>
  12. 12. Improving Nonverbal Communication <ul><li>Strategies to Improve Nonverbal Communication : </li></ul><ul><li>Seek out nonverbal cues </li></ul><ul><li>Confirm your perceptions </li></ul><ul><li>Seek clarifying feedback </li></ul><ul><li>Analyze your interpretations of nonverbal cues </li></ul>
  13. 13. Providing Customer-focused Behavior <ul><li>Ways to provide customer-focused behavior : </li></ul><ul><li>Stand up, if appropriate </li></ul><ul><li>Act promptly </li></ul><ul><li>Guide rather than direct </li></ul><ul><li>Be patient </li></ul>
  14. 14. Providing Customer-focused Behavior , continued <ul><li>Ways to provide customer-focused behavior, continued : </li></ul><ul><li>Offer assistance </li></ul><ul><li>Reduce customer wait time </li></ul><ul><li>Allow customers to go first </li></ul><ul><li>Offer refreshments, if appropriate </li></ul><ul><li>Be professional </li></ul>
  15. 15. Courtesy? Is it Important ? <ul><li>Why should you be courteous ? </li></ul><ul><li>Image is enhanced. </li></ul><ul><li>Customer loyalty increases. </li></ul><ul><li>Word-of-mouth advertising increases. </li></ul><ul><li>Complaints are reduced. </li></ul>
  16. 16. Courtesy? Why ? <ul><li>Why should you be courteous ? (continued) </li></ul><ul><li>Employee morale and esteem increase. </li></ul><ul><li>Financial losses decrease. </li></ul><ul><li>Employee-customer communication improves. </li></ul>
  17. 17. Communication of Feelings, Fig. 4.1
  18. 18. Work It Out 4.1 Facial Expressions

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