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CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
CustomerServiceChap4
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CustomerServiceChap4

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

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