Communication and Connection
The way information, whether good or bad, is presented impacts how it is received. Visual perception plays an important role in impressions and reactions from customers. It is important to convey positive body language and non-verbal communication during face-to-face interactions. Non-Verbal Communication
Smiling Facial expressions set a
Eye-Contact By looking into a customer’s eyes they can sense that they are being addressed directly and have your attention.
Appearance When interacting with customers, dress neatly and in a professional manner to show you are serious about providing service. Hand Gestures Use hand movements to best emphasize what you say, your feelings, and when providing directions or next steps. Observation Notice how the customer behaves and how they react when responding to input, feedback, and answers.
positive tone before a word is spoken and have the power to immediately disarm an upset customer. Greeting When introducing yourself, provide a firm and professional handshake and ask for, repeat, and remember the customer’s name. Personal Space Leave adequate distance between you and the customers to ensure they feel safe and secure during interactions.
Attentiveness While listening to customers, lean in and
respond with expression to indicate active listening and full attention. Posture Your pose or posture should express interest, attentiveness, friendliness, and openness to the customer.
Effective Communication
All communication needs to be purposeful and provide information that is easily understandable. Whether writing or speaking remember to share information in a way that is:
Clear easily understood Concise shortest possible way Considerate Complete Correct
emphasizes awareness of others all necessary information is provided provides accurate details & expectations
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