Task:
You may be familiar with the expression, “a picture is worth a thousand words.” If an employee’s words send one message while their non-verbal communication sends a different one, the customer will place much more weight on non-verbal. The following are types of non-verbal communication:
Posture
Gestures
Facial expressions
Eye Contact
Body movement
Appearance
Tone and inflection of voice
For example, a customer requests assistance and an employee respond, “Welcome and how may I help you?” However, if at the same time, this employee has a frown and a harsh tone, despite the words, the customer may not believe this is sincere and become upset.
Questions:
Describe a customer service scenario where the non-verbal communication of an employee can leave either a positive or a negative impression on a customer and explain why it is so important for employees to be aware of the non-verbal cues they exhibit.