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Communication and Customer Service

Communication - A Key to Excellent Customer Service

What Are Verbal and Nonverbal Messages?

Communication involves both mind and body. Most people think of communication as words and language. But language is only a small part of total communication. Several other factors affect the meaning of your message. Gestures, facial expressions, and voice tone and inflection can change the intended meaning of the message. As a result, customers may not always hear and understand what you intend for them to hear and understand. By paying attention to both verbal and nonverbal messages, you can positively shape communications with your customers.

Verbal Communication

Oral, or verbal communication is more than just spoken words. What you say is not as important as how you say it. Experts agree that only 20 percent of your message is communicated face-to-face through words; 45 percent is communicated by the quality of your voice tone and inflection. the rest of your message is transmitted through body language, or nonverbal communication.

Nonverbal Communication

Body language is an intriguing topic that has fascinated researchers for years. Who has not passed the time watching people? When people are unaware of others watching them, they are more relaxed and revealing. Look around you through your day, and observe the way people sit or stand, how they use their hands, and the expressions on their faces. Each facet of an individual's body language is a clue to what he or she is thinking or feeling and may contrast directly with what is being said.

Although there are many interpretations of such body language, some broad universal meanings are presented here for your consideration.

  1. Arms crossed: Close-minded, unwilling to listen
  2. Chin resting in hand: Bored, tired, or disinterested
  3. Tapping fingers on table: Impatient, bored
  4. Pacing: Nervous, tense
  5. Furrowed brow: Thoughtful, concerned
  6. Leaning back in chair: Comfortable, casual, or relaxed
  7. Shaking head from side to side: Disbelieving, distrustful
  8. Rolling the eyes: Skeptical, sarcastic

Read Between the Lines

No matter how you interpret the meaning of body language, it is clear that messages are communicated through more than words. Keep this in mind when working with your customers. You need to "read between the lines" of what your customers are saying and, more importantly, use your own body language to communicate concern, interest, and understanding. Remember these important keys:

  1. Positive posturing: "Shoulders back, head up, stomach in"
  2. Voice tone: Attitudes are expressed in voice tone
  3. Inflection and pitch: Both can dramatically change the meaning of words

Choosing the Right Words

Word choice can make a difference. The English language is comprised of hundreds of thousands of words. Several words can be used to convey the same or similar message. When choosing the right words in communicating with your customers, always remember to:

  1. Keep it simple: Avoid jargon, technical terms, and abbreviations
  2. Accentuate the positive: Take responsibility for your customers and offer them choices.

Source: AMI's How-To Book Customer Service Excellence: It's In the Details.