Non-verbal communication includes body language such as posture, facial expressions, gestures, and eye contact. It impacts message delivery and reception because it can enhance or detract from the verbal message being conveyed.

What are some examples of negative body language to avoid when handling customer complaints?

Some examples of negative body language to avoid when handling customer complaints include staring, folding arms, challenging postures, tapping foot, yawning, and checking the time.

How can inconsistent body language and tone affect the listener's trust, and what should be done to avoid it?

Inconsistent body language and tone can negatively affect the listener's trust because it can make the listener feel unsure about the message being conveyed. To avoid this, one should pay attention to their voice and use a calm, friendly, and empathetic tone consistently throughout the interaction.

Study Notes

Non-verbal communication impacts how a message is delivered and received
Body language includes posture, facial expressions, gestures, and eye contact
Negative body language can escalate a situation when handling customer complaints
Avoid staring, folding arms, challenging postures, tapping foot, yawning, or checking the time
Inconsistent body language and tone can negatively affect the listener's trust
Never use sarcasm
Pay attention to your voice and use a calm, friendly, and empathetic tone
Keep your voice even and measured
Never raise your voice, even if the customer raises theirs
Every interaction with a customer is an opportunity for growth and success

"Master the Art of Non-Verbal Communication: Learn to Handle Customer Complaints with Confidence" - Take this quiz to discover the impact of body language on communication and how to avoid negative cues when handling customer complaints. Learn the dos and don'ts of using tone, facial expressions, and gestures to convey empathy and build trust. This quiz is perfect for anyone looking to improve their communication skills and excel in customer service.