Podcast
Questions and Answers
What is non-verbal communication and how does it impact message delivery and reception?
What is non-verbal communication and how does it impact message delivery and reception?
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?
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?
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
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Description
"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.
