This document discusses nonverbal communication skills important for customer service. It defines nonverbal communication and explores the role of gender, culture and unproductive behaviors. It identifies different nonverbal cues like body language, vocal cues, spatial cues and environmental cues. The document recommends strategies for improving nonverbal communication like seeking clarification and being customer-focused in one's behavior. Being courteous, prompt and offering assistance are highlighted as important for enhancing the customer experience.

1. UNIVERSITI TEKNOLOGI MARA PULAU PINANG
CUSTOMER SERVICE
HTT 160

2. Learning Outcomes
0 Define Nonverbal Communication
0 The Scope of Nonverbal Behavior
0 The Role of Gender in Nonverbal Communication
0 The Impact of Culture on Nonverbal Communication
0 Unproductive Behaviors
0 Strategies for Improving Nonverbal Communication
0 Customer-focused Behavior

3. NON VERBAL COMMUNICATION
Various movements, gestures, body positions,
vocal qualities and a variety of unspoken signals
sent by people with verbal messages

4. Figure 4.1 Communication of Feelings
Vocal Words Nonverbal (facial and body cues)
38%
55%
7%

5. THE SCOPE OF NONVERBAL
BEHAVIOR
BACKGROUND, CULTURE, PHYSICAL
CONDITIONS, COMMUNICATION ABILITY, AND MANY OTHER
FACTORS INFLUENCE WHETHER AND HOW WELL PEOPLE USE
BODY CUES.

6. BODY
LANGUAGE
M . CUES SPATIAL
CUES
NONVERBAL
BEHAVIOR
APPEARANCE/
GROOMING
E. CUES
VOCAL CUES
Figure 4.2 Nonverbal
Behavior

7.  BODY LANGUAGE
0 Nonverbal communication cues that send powerful
messages through gestures, vocal qualities, manner of
dress, grooming and many others.
1. Eye contact-windows to the soul
2. Posture-position of your body
3. Facial expressions
4. Nodding of the head
5. Gestures-physical movement

8.  VOCAL CUES
Qualities of the voice that send powerful non-verbal
messages.
1. Pitch- highness and lowness of voice
2. Volume-loudness/softness of voice
3. Rate of speech-how rapid/slow you speak
4. Voice quality-resonance of voice
5. 5. Articulation- mouth, tongue, and teeth coordinate to
make word understandable
6. 6. Pauses – delaying response
7. 7. Silence – to allow thoughts
8. 8. Semantics- choice of words

9.  SPATIAL CUES
0 Nonverbal messages sent on the basis of how close or
far someone stands from another person
0 Proxemics –invisible barriers surrounding people in
which they feel comfortable interacting with others
1. Intimate distance: 0-18 inches
2. Personal distance: 18 inches-4 feet
3. Social & work distance: 4-12 feet
4. Public distance: 12-more feet

10.  APPEARANCE/GROOMING
1. Hygiene-the healthy maintenance of the body
through such practices as regular bathing, washing
of hair, brushing of teeth, cleaning of fingernails, and
using commercial products to eliminate/mask odors
2. Clothing and accessories-well-maintained
and appropriate

11.  ENVIRONMENTAL CUES
0 Any aspect of the workplace within which a customer
comes into contact
0 Such things as the general appearance of an
area, clutter, unsightly or offensive items or general
disorganization contribute to the perception of an
environment

12.  MISCELLANEOUS CUES
0 Factors used to send messages that impact a customer’s
perception/feelings about a service provider of
organization.
1. Personal habits-distracting habits such as
smoking, eating and chewing gums during servicing
customers
2. Time allocation and attention-amount of attention given
to a person
3. Proper etiquette and manners-includes the acceptable
rules, manners and ceremonies for an
organization, profession or societies
4. Color-research based use of colors to send nonverbal
messages

13. THE ROLE OF GENDER IN
NONVERBAL
COMMUNICATION
RESEARCH INDICATES THAT BOYS AND GIRLS AND MEN AND
WOMEN BEHAVE DIFFERENTLY. YOUNG CHILDREN ARE
SOMETIMES TREATED DIFFERENTLY BY THEIR GENDER
PREFERENCE.

14. BEHAVIORAL DIFFERENCES BETWEEN
MALES AND FEMALES
0 Men and women differ in their approach to
relationships
0 These are general differences that are seen in many
men and women
1. Body
2. Vocal
3. Facial
4. Behavior
5. Environmental

15. EXAMPLE OF BEHAVIORAL
DIFFERENCES..
MALES FEMALES
BODY TOUCH MALES BODY TOUCH MORE
LESS, FEMALES (BOTH)
MORE
VOCAL FASTER RATE
VOCAL SLOWER RATE
FACIAL EXPRESSIVE
FACIAL SHOW LITTLE EXPRESSION FACIAL MOVES
EXPRESSION VARIATION
BEHAVIOR DO NOT HOLD BEHAVIOR HOLD
GRUDGES GRUDGES
LONGER
ENVIRON. FEW PATTERNS ENVIRON. USE PATTERNS
( CLOTHINGS ( CLOTHINGS
AND DECO) AND DECO)

16. THE IMPACT OF CULTURE ON
NONVERBAL
COMMUNICATION
TO BE SUCCESS IN A GLOBAL ECONOMY, YOU NEED TO BE
FAMILIAR WITH THE MANY CULTURES, HABITS, VALUES AND
BELIEFS OF A WIDE VARIETY OF PEOPLE

17. IMPACT OF THE CULTURE
0 Refers to the outcome of people from various
countries or backgrounds coming into contact with
one another and potentially experiencing
misunderstandings or relationship breakdowns.
0 To become more skilled at dealing with people from
other cultures, develop an action plan of things to
learn and explore. Familiarize with common
nonverbal cues that differ dramatically from one
culture to another.

18. UNPRODUCTIVE
BEHAVIORS
AWARE OF HABITS OR MANNERISMS THAT CAN SEND ANNOYING
OR NEGATIVE MESSAGES TO CUSTOMERS

19. NEGATIVE NONVERBAL
BEHAVIORS
0 Many people develop unproductive behaviors without
notice
0 Such actions might send a negative or annoying message to
your customers
0 Some common behaviors are:
1. Unprofessional handshake
2. Fidgeting
3. Pointing a finger/other object
4. Raising eyebrow
5. Peering over glasses
6. Crossing arms/putting hands on hips
7. Holding hands near mouth

20. STRATEGIES FOR IMPROVING
NONVERBAL
COMMUNICATION
VOCAL AND VISUAL CUES RELATED TO CUSTOMERS FEELINGS OR
NEEDS ARE IMPORTANT AND MAY MEAN THE DIFFERENCE
BETWEEN A SUCCESSFUL OR UNSUCCESSFUL CUSTOMER
SERVICE EXPERIENCE

21. • Seek out nonverbal cues
• Confirm your perceptions
• Seek clarifying feedback
• Analyze your interpretations of
nonverbal cues

22. CUSTOMER-FOCUSED
BEHAVIOR
BEING CUSTOMER-FOCUSED IN BEHAVIOR MAY HELP TO SOLVE A
CUSTOMER’S PROBLEM/ELIMINATE THE OPPORTUNITY FOR A
PROBLEM TO DEVELOP.

23.  THE IMPORTANCE OF
BEING COURTEOUS
0 Image is enhanced
0 Customer loyalty increases
0 Word of mouth advertising increases
0 Complaints are reduced
0 Employee morale and esteem increase
0 Financial losses decrease
0 Employee-customer communication improves

24. 0 Ways to provide customer-focused behavior:-
1. Stand up if appropriate
2. Act promptly
3. Guide rather than direct
4. Be patient with customers
5. Offer assistance
6. Reduce customer wait times
7. Allow customers to go first
8. Offer refreshments if appropriate
9. Be professional

25. In conclusion, nonverbal messages can
contradict or override verbal messages
but do not ever think that your words
are not important..
When in doubt, people tend to believe in
NONVERBAL MESSAGES!
END CHAPTER 4:NONVERBAL COMMUNICATIONS
SKILLS