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    CustomerServiceChap4 CustomerServiceChap4 Presentation Transcript

    • 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.
    • 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.
    • 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.
    • 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
    • Categories of Nonverbal Communication
      • Understand the makeup of nonverbal communication :
      • Body language
      • Appearance/grooming
      • Environmental cues
      • Visual cues
      • Spatial cues (proxemics)
      • Miscellaneous
    • Types of Body Language
      • Body Language
      • Eye contact
      • Posture
      • Facial expressions
      • Head nodding
      • Gestures
    • 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?
    • 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.
    • 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.
    • Unproductive Behaviors
      • Habits or Mannerisms : Do they impact service ?
      • Unprofessional handshake
      • Fidgeting
      • Pointing a finger or other object
      • Raising an eyebrow
    • 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
    • Improving Nonverbal Communication
      • Strategies to Improve Nonverbal Communication :
      • Seek out nonverbal cues
      • Confirm your perceptions
      • Seek clarifying feedback
      • Analyze your interpretations of nonverbal cues
    • Providing Customer-focused Behavior
      • Ways to provide customer-focused behavior :
      • Stand up, if appropriate
      • Act promptly
      • Guide rather than direct
      • Be patient
    • 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
    • Courtesy? Is it Important ?
      • Why should you be courteous ?
      • Image is enhanced.
      • Customer loyalty increases.
      • Word-of-mouth advertising increases.
      • Complaints are reduced.
    • Courtesy? Why ?
      • Why should you be courteous ? (continued)
      • Employee morale and esteem increase.
      • Financial losses decrease.
      • Employee-customer communication improves.
    • Communication of Feelings, Fig. 4.1
    • Work It Out 4.1 Facial Expressions