award-winning author Robert W. Lucas

Nonverbal Communication in Customer Service

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Non Verbal Communication Quote - Ralph Waldo Emerson

Nonverbal Communication in Customer Service

The power of the eyes in communication has been known for centuries. This is demonstrated by a simple nonverbal communication quote by Ralph Waldo Emerson in the 19th century. Projecting what he was saying to today’s workplace… nonverbal communication in customer service can take precedent over spoken words during an interaction. This is an important lesson if you are a customer service representative. When you consciously send nonverbal cues when communicating with your customers,  you have the power to strengthen customer and brand loyalty.

A well-used adage about the eyes being the windows of the soul effectively describes the power of eye contact when dealing with others in the workplace. You must be aware of the messages sent with your eyes and other nonverbal forms of communication when dealing with customers. Otherwise, you might inadvertently send messages that can damage the customer-provider relationship. This is especially true when communicating with someone from a culture other than your own. That is because each culture assigns a variety of meanings to different nonverbal communication cues (e.g. eye contact, gestures, facial expressions, and body posture).

Want to know more about sending and receiving messages effectively with your eyes and other forms of nonverbal communication in customer service, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures. Also, search for nonverbal communication posts in this blog.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Nonverbal Communication for Customer Service Representatives

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Nonverbal Communication for Customer Service Representatives

Nonverbal Communication for Customer Service Representatives

One of the key skills that customer service representatives must master is the art of sending and receiving nonverbal messages effectively. The likelihood of building positive interpersonal relationships with customers increases significantly when you master the ability to accurately understand facial expressions, gestures, eye contact, and other bodily movements.

Who was Martha Graham?

Martha Graham (May 11, 1894 – April 1, 1991) was an American modern dancer and choreographer. Her style, the Graham technique, reshaped American dance and is still taught worldwide.

Graham danced and taught for over seventy years. She was the first dancer to perform at the White House, travel abroad as a cultural ambassador, and receive the highest civilian award of the US: the Presidential Medal of Freedom with Distinction. In her lifetime she received honors ranging from the Key to the City of Paris to Japan’s Imperial Order of the Precious Crown. She said, in the 1994 documentary The Dancer Revealed, “I have spent all my life with dance and being a dancer. It’s permitting life to use you in a very intense way. Sometimes it is not pleasant. Sometimes it is fearful. But nevertheless, it is inevitable.”

Famous Martha Graham Quotes:

  1. Dance is the hidden language of the soul of the body.
  2. Great dancers are not great because of their technique, they are great because of their passion.
  3. The body says what words cannot.
  4. No artist is ahead of his time. He is his time; it is just that others are behind the times.
  5. Dance is a song of the body. Either of joy or pain.
  6. The body is a sacred garment.
  7. The only sin is mediocrity.
  8. ’Age’ is the acceptance of a term of years. But maturity is the glory of years.
  9. Think of the magic of that foot, comparatively small, upon which your whole weight rests. It’s a miracle, and the dance is a celebration of that miracle.
  10. The body is shaped, disciplined, honored, and in time, trusted.

For more ideas on how nonverbal communication can increase your effectiveness in dealing with current and potential customers and how to build those skills explore these resources.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Motivational Customer Service Quote – Robert W. Lucas

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Motivational Customer Service Quote - Robert W. Lucas

Motivational Customer Service Quote – Robert W. Lucas

Professional customer service is all about providing high-quality products and services that can meet your customer’s needs, wants and expectations. If you are a customer service representative, it is your responsibility to master as many customer service skills as possible in order to deliver excellent customer service to those with whom you come into contact in the workplace. This can ultimately lead to higher levels of customer satisfaction and customer retention.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Interpersonal Communication Skills Quote – Robert W. Lucas

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Interpersonal Communication Skills Quote – Robert W. Lucas

Excellent customer service skills are crucial if you want to deliver the best possible service to your internal and external customers. By practicing positive interpersonal skills such as verbal and nonverbal communication, eye contact, gesturing, body language, and listening skills, you can effectively send and receive messages to all types of customers.

As customer service author and performance consultant Robert W. Lucas is quoted as saying:

Interpersonal Communication Skills Quote - Robert W. Lucas

To gain insights into more effectively communicating with customers verbally and nonverbally, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Customer Service Is Driven By Many Factors

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Customer Service Is Driven By Many Factors

Customer Service Is Driven By Many Factors

Any customer service professional who has been on the job a period of time will tell you that dealing with internal and external customers can be a challenge at times.

To succeed in providing excellent customer service requires patience, a desire to help others and sound customer service skills. As the world becomes more global and you encounter people of all types and backgrounds, you will be required to gain new talents and insights, and to continually update your knowledge and skills. Sound customer communications and better understanding of people, in general, can lead to more satisfied and loyal customers in the long run.

Nonverbal Communication Quote – Ralph Waldo Emerson

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Nonverbal Communication Quote – Ralph Waldo Emerson

The importance of effective nonverbal communication when dealing with customers cannot be overemphasized. This is because people send and receive nonverbal cues differently based on many factors in their backgrounds (e.g. culture, education, experiences, ethnicity, and many others).

As Ralph Waldo Emerson is quoted as saying:

Nonverbal Communication Quote - Ralph Waldo Emerson

 

Customer Satisfaction Quote – Horst Schultz

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Customer Satisfaction Quote – Horst Schultz

 

Meeting your customer’s needs wants and expectations are the keys to creating brand and customer loyalty.

As Horst Schultz is quoted as saying:

Customer Satisfaction Quote - Horst Schultz

“Unless you have 100% customer satisfaction, you must improve.” – Horst Schulze, President of The Ritz Carlton Hotels

Customer Service Quality Quote – Robert W. Lucas

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Customer Service Quality Quote – Robert W. Lucas

In a global, competitive customer environment of today, the organizations that survive and prosper will be those that do the unexpected by determining the true needs, wants and expectations of their customers and addressing them. These are the companies and institutions that go beyond the traditional paradigms of business and the way that they deliver products and services to customers.

While many things are evolving that impact you, your organization and customers, there are still things that can be controlled.

As an international author and customer service consultant, Robert W. Lucas has said:

“The one aspect of the customer service process over which you and your organization do have control — is the level and quality of service that is provided to your customers.” Customer Service Quality Quote by Robert W. Lucas

Customer Service Quality Quote - Robert W. LucasFor information on proven customer service processes and skills that can help forge a solid service strategy and help gain and retain customers, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

Customer Service Inspirational Quote – Karl Albrecht & Ron Zemke

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Customer Service Inspirational Quote – Karl Albrecht & Ron Zemke

Successful customer service representatives, and others in their organization who want to ensure high levels of customer and brand satisfaction, realize that only their dedication and positive attitudes can lead to success.

A simple concept summarized in the following statement, by noted customer service consultants and authors Karl Albrecht and Ron Zemke, provides a solid insight in how to shine in the service profession.

Customer Service Inspirational Quote - Karl Albrecht & Ron Zemke

Other Amazing Quotes by Karl Albrecht…

  1. There are only two ways to establish a competitive advantage: do things better than others or do them differently.
  2. You seldom improve quality by cutting costs, but you can often cut costs by improving quality.
  3. Start out with an ideal and end up with a deal.
  4. Albrecht’s Law – Intelligent people, when assembled into an organization, will tend toward collective stupidity.
  5. In an organization of any significant size, the executives cannot create the future single-handedly. They must develop the enterprise in a constellation of teams within the overall team if they hope to bring the special talents and resources to bear on the challenge of creating superior customer value and sustaining a competitive advantage in the eyes of its customers.
  6. The Zen philosophy posits that ‘human beings suffer’ and ‘the cause of suffering is desire.’ The way to put an end to suffering is to stop wanting everything, all the time.
  7. Customer needs have an unsettling way of not staying satisfied for very long.

Another Amazing Quote by Ron Zemke…

  1. Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.

For specific ideas and strategies on how to effectively provide stellar service to customers, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

Inspirational Customer Service Quote – Kevin Stirtz

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Inspirational Customer Service Quote – Kevin Stirtz

Customer service success is determined by how well customer service representatives and other organizational employees prepare before their customers arrive. If they follow industry standards in the way they greet, listen and provide service to the people they encounter, they will likely be better received. By delivering excellent customer service and treating every customer as special (because they are), you both win. This can lead to a positive encounter for both customers and employees and often contributes to brand and customer loyalty.

A quote by Kevin Stirtz sums up this concept:

“Know what your customers want most and what your company does best. Focus on where those two meet.”

Inspirational Customer Service Quote - Kevin Stirtz

Other Famous Quotes by Kevin Stirtz…

  1. The easiest and most powerful way to increase customer loyalty is really very simple. Make your customers happy.
  2. Never leave your customers wondering.
  3. To work best democracy needs a diversity of thoughts, ideas and expression. This is only possible with freedom and civility.
  4. Know what your customers want most and what your company does best. Focus on where those two meet.
  5. Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.
  6. Choose to deliver amazing service to your customers. You’ll stand out because they don’t get it anywhere else.
  7. The secret to success in business, and in life, is to serve others. Put others first in all you do.
  8. The best ideas in the world will accomplish nothing if you leave them on paper. Talk about them. Debate, discuss, argue. Put them into action. Then you can change the world.
  9. The best listener is the one who really cares about the other person.
  10. Make it easy for your customers to do talk to you.
  11. Get your customers involved in your business. Make them your partners and they’ll never leave you.
  12. Providing great customer service is the most natural activity in the world. It’s fun to help others because it feels good.
  13. Focus your business on what you do best. Let everyone else worry about the rest.
  14. The first step to success in any business is to ask your customers what they want.

For thoughts and ideas on how to effectively create an environment that can help you achieve positive customer service delivery, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be  a Great Call Center Representative.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

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