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REMEMBER TO THINK ABOUT WHAT

YOUR

NON-VERBAL CUES

ARE TELLING YOUR CUSTOMER 

Facial Expressions...Smile at the customer. 

It says, I'm happy to be here.  I'm friendly, etc.

Vocalics...Use your lower voice tones. 

It says you are confident and credible.  

Eye Contact.....Make casual eye contact  

with the customer.  It builds trust and

openness with the customer.

​Physical Appearance...First impressions  

are important.  Always start

out the day clean and neat in appearance.

Gestures...Make sure that your

gestures support your words. 

This tells the customer that

you are genuine and trustworthy.

​

Proxemics...Maintaining a casual stance

and open body posture

tells your customer that you welcome

the interaction.  Be attuned to

your customer's silent language  cues

to know if you have "invaded"

his or her personal space.  

​​​

Tips for Improving Your Listening Ability

+Be attentive to the feelings beneath

the  words, listen for unspoken emotion

+Suspend judgment

+Resist distraction

+Wait before responding

+Rephrase in your own words

what the speaker appears to be saying

​

+Use encouraging non-verbal behaviors 

(open posture, slight smile or nod; etc.)

​

+Summarize well

​​

Successful Conflict Resolution

     Regardless of the approach you use...​

Keep your cool and communicate

sincerely and effectively!

"Lose your cool, and you lose your power"​

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Formula for saying "no" to a customer request:

1.  Acknowledge the meta-message (feelings)

conveyed by the customer.

2.  Recognize the content message (words)

of the customer's request.

3.  Explain the reason you cannot or

will not fulfull the request. 

4.  Offer alternative solution or follow-up

suggestion when possible. 

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​   

LISTENING is the Master Communication

     Research has repeatedly shown that 

Customers are even more likely

to accept a negative outcome, or

less than what they wanted,

if they feel they have been listened to.*

​

*Source: ACSI Annual Reports​​

​​

Conveying

Sincerity & Empathy

through

Effective Communication!​

​

CUSTOMER LOYALTY IS BASED ON TWO THINGS​

Competence

(getting the job done)

+

Warmth/Empathy

(looking at it from your customer's perspective)

​​

​​​​​​​​​​​​​

​Pay Attention to the

Whole Message in Order to Convey Empathy​​​

​

1.  Pay Attention to the Words (Overt Message)

Use ​Effective Listening Skills 

Example: "Sure, I'll stay late and get that to you tonight."

+  

2.  Look for the Feelings/Visual Cues (Implied Message)

Non-Verbal Communication Cues 

Example: Customer's arms crossed and furrowed brow

may convey, 'I'm angry and frustrated.'  

+  

3.  Appreciate the Emotions (Underlying Values/Needs)​

EMPATHIZE with your Customer

Example:  Acknowledge the customer's experience, "I can understand you feel frustrated."

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