Customer Service: Improving Nonverbal Communication

What are some of the voice qualities that can affect message meaning? Some listed voice qualities are raspy, hoarse and harsh-sounding. This can affect the meaning of the message because people are less likely to listen to you when your voice quality Is as such. Given a negative voice quality people tend to shy away from Interaction. If our voice quality is a pleasant one, non-raspy, hoarse or harsh-sounding we are likelier to get our message across. 3. What are some examples of inappropriate work- place attire? Attire is a type of nonverbal communication.

What a person wears at work says a lot about them. While at work we need to remember that we are not only representing ourselves but more importantly our company. If a customer feels uncomfortable or offended due to your attire at work they may refuse to come back. Some examples of inappropriate work-place attire is excessive jewelry, tight and short clothing and sometimes even clothing or Jewelry that show off beliefs and religion. All of these things may put a damper on the way you and your company Is viewed by customers. 5.

What are the four spatial distances observed In Western cultures, and for which people or situations are each typically reserved? The four patina distances are Intimate (0-18 Inches), personal distance (1 minces-feet), social and work distance (4-feet) and public distance (12 or more feet). The first distance, intimate, is usually reserved for intimate relationships and family. People are not very fond when strangers enter into their intimate space without invitation. Personal distance is for close friends and co-workers.

However, this distance can also be for certain customers with whom we’ve grown close relationships with. Social distance applies to service providers and customers. It is the distance that we use when in face-to-face situations with customers. Lastly public distance. The distance we use when at big events and around strangers. 7. What are some ways in which men and women differ In their nonverbal communications? There are so much differences when It comes to the how men and women communicate nonverbally. Some of them are that men use more “command” language verses women who use “requesting” language.

Females are k sitting close to both sexes whereas males tend to sit closer to primarily females. Expressive facials are given off more by women and men give less expressive expressions. All of this comes from the fact that women have a lateral brain use and men favor one side of their brain more than the other. 9. List four strategies for improving nonverbal communication. Seeking out nonverbal cues, confirm your perceptions, seek clarifying feedback, and analyze your interpretations of nonverbal cues.

The four of these strategies can greatly affect customer interaction. Seeking out nonverbal cues can include smiling, a pleasant tone, crossed arms, rapid speech and so on. By identifying nonverbal cues we can better assist customers. If we see that our customer Is In a bad mood we may engage In small talk in hopes to cheer them up. Sometimes we decide to stray away from that and get straight to business, and sometimes customers appreciate that too. After observing nonverbal cues we are able to clarify our perceptions.

When explaining something or picked up on a cue that our customer is confused we can ask if they need clarification on something or if they need us to read back their order in a slower pace. By doing so we are able to provide better service because of nonverbal cues. Feedback is always a big thing when it comes to communication. When headed out for a Job interview we can seek feedback from family members or friends on whether our attire seems appropriate for the particular occasion. In doing so we are able to better ourselves and fix any problems. Analyzing your interpretations is a big thing.

Our book says that sometimes without even knowing it we give off negative nonverbal communication due to our bias on things. When a topic on race or religion comes up our facial expressions may change due to our own opinions on the topic. It is important in these situations to remain as UN-bias as possible. We do not want to cue a relationship breakdown due to our unwillingness to be open-minded. 10. What are five examples of customer-focused behavior? Stand-up, if appropriate, act promptly, guide rather than direct, be patient, offer assistance.

These are five examples of a customer-focused behavior. By standing up when customers enter the room or approach you it shows customers that we respect them and are eager to assist them. This makes our customers feel appreciated. Acting promptly in any situation is a big thing in order to gain customer loyalty. Whether it be fixing a wrong order, giving a refund, mopping up a spill in the lobby, our reaction time to customer concerns and complaints shows a level of appreciation. It lets them know that you re genuine in serving them the best way possible.

Guiding and directing customers is two different things. Directing them is simply pointing them in the general direction. Instead we should guide them, give them specific directions, offer your own assistance or the assistance of someone else to personally lead them to their destination. As customer service professionals we must never rush our customers. Our Job is to provide the best service possible. Stand attentively, speak calmly and slowly and assure customer that taking their time is not taking out of your own, you are pleased to help them. Our customers are the reasons that we have Jobs.

And always offer assistance; not only to customers who ask for help but those who don’t. This goes back to nonverbal cues. If we see a customer walking in circles we may take action by offering our assistance to guide them in the direction that they want to go in. Remember to always ask permission though. Often we feel the need to be superman and save the day by grabbing people’s bags to help them to their car. However by doing so we may surprise our customers negatively. All of these steps are important in a business and we must remember that everything we do, good or bad affects our company.

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