CUSTOMER RELATION non-verbal communicati

customer relation - non-verbal communication

1. Skills

2. Learning Outcomes Define non-verbal communication and its importance. Recognize various nonverbal cues and their effect on customers. Explain how gender influences communication styles. Describe the impact of cultural differences on nonverbal communication. Identify unproductive nonverbal behaviors in professional settings. Demonstrate effective customer-focused nonverbal behaviors.

3. NON-VERBAL COMMUNICATION It is sending and receiving messages in a variety of ways without the use of verbal codes (words ).

4. NON-VERBAL CUES AND THEIR EFFECT ON CUSTOMERS Recognizing non-verbal cues is an essential in customer service, as they influence how customers perceive interaction

5. FACIAL EXPRESSIONS SMILING: Creates a welcoming and positive atmosphere, making customer feel valued FROWNING OR NEUTRAL EXPRESSION : May signal disinterest or dissatisfaction, discouraging engagement

6. GESTURES OPEN GESTURES (OPEN PALMS, RELAXED POSTURE) -- Communicates approachability and willingness to help. CLOSED GESTURE (CROSSED ARMS, CLENCHED FISTS) -- May signal defensiveness, frustration or disinterest.

7. POSTURE LEANING SLIGHTLY FORWARD -- Shows engagement and active listening. SLOUCHING OR TURNING AWAY -- Suggests boredom, lack of enthusiasm, or unwilling to assist .

8. VOICE CALM AND FRIENDLY TONE -- Helps customers feel uncomfortable and respected. HARSH OR RUSHED TONE -- Can make customers feel unimportant or pressured.

9. PERSONAL SPACE MAINTAINING APPROPRIATE SPACE -- Respect customers comfort levels. STANDING TOO CLOSE -- Can feel intrusive or aggressive STANDING TOO FAR -- Might seem disinterested or unapproachable.

10. APPEARANCE PROFESSIONAL ATTIRE (A WELL-IRONED UNIFORM OR BUSINESS WEAR) -- Signals competence, credibility, and respect. CASUAL OR MESSY APPEARANCE (WRINKLED CLOTHES, UNKEMPT HAIR) -- May suggest carelessness of lack of professionalism.

11. Gender Affects Communication

12. Men may use more space and maintain less eye contact. Men may use a firmer handshake and more authoritative body language. Women often use a softer tone and nod in agreement more frequently. Women tend to use more facial expressions and gestures.

13. Cultural Impact on Non-verbal Communication

14. Eye contact: In some cultures, direct eye contact shows confidence, while in others it is considered rude. Hand gestures: A thumbs-up gesture is positive in some countries but offensive in others. Facial expressions: Some cultures encourage expressive emotions, while others promote restraint. Personal space: Some cultures prefer close personal interactions, while others value more distance.

15. Unproductive Nonverbal Behaviors

16. Avoiding eye contact – May seem dishonest or uninterested. Slouching – Shows a lack of confidence or enthusiasm. Crossing arms – Can be perceived as defensive or unfriendly. Speaking in a monotone – Lacks engagement and enthusiasm. Excessive gestures – Can be distracting or overwhelming.

17. Demonstrating Customer-Focused Nonverbal Communication

18. Use open body language to appear approachable. Maintain friendly eye contact to show engagement. Smile genuinely to create a welcoming atmosphere. Use a calm and professional tone of voice