Nonverbal Communication That Can Impact Customer Relationships

There are many ways in which customer service representatives communicate with customers face-to-face and via technology. One of the most powerful techniques is through nonverbal cues or messages they send subconsciously. Often these unspoken messages are more powerful than those delivered through words.

The following chart indicates some common positive and negative nonverbal communication behaviors that customer service representatives might exhibit that can lead to misunderstandings or service breakdowns if you are not careful.

Positive	Negative
Brief eye contact (3 to 5 seconds)	Yawning
Eyes wide open	Frowning or sneering
Smiling	Attending to matters other than the customer
Facing the customer	Manipulating items impatiently
Nodding affirmatively	Leaning away from customer as he or she speaks
Expressive hand gestures	Subdued or minimal hand gestures
Open body stance	Crossed arms
Listening actively	Staring blankly or coolly at customer
Remaining silent as customer speaks	Interrupting
Gesturing with open hand	Pointing finger or object at customer
Maintaining professional appearance	Casual unkempt appearance
Clean, organized work area	Disorganized, cluttered work space

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.

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