Nonverbal Customer Communication Strategies

As a customer service professional, it is impossible for you to “not” send nonverbal messages to your customers. They are evaluating you based on your posture, facial expressions, height, body type and condition, skin color, complexion, clothing, jewelry, and many other nonverbal cues. Your goal should be to eliminate communication barriers and to pay attention to all these factors. You should also strive to communicate a message of professionalism and that you are alert, happy, capable and ready to serve your customer.

On the telephone, your tone and attitude should project a positive, upbeat and professional presence that helps encourage people to continue to do business with you and your organization.

When speaking with a customer face-to-face, you should avoid negative body cues and facial gestures like frowning, crossing arms across the chest, using eye contact inappropriately as your customer speaks, pointing fingers at someone, rubbing the back of your neck or the bridge of your nose, or any other movement that might indicate boredom, stress, frustration or displeasure since some cultures view these things negatively. Also, you should be conscious of nervous habits that you might have which could say to the customer that you are impatient, uncertain, or otherwise not confident about a given situation (e.g. a sale). For example, fidgeting, jingling change or playing with items in your pocket, twirling the ends of your hair, clicking a ballpoint pen, biting nails, looking at your watch, or rubbing your hands together.

When interacting with your customers, it is important that you monitor your own nonverbal cues and those that they use. In doing so, remember that just because someone from a culture uses a nonverbal cue similar to one that your culture uses does not mean that it has the same meaning with which you are familiar. Learning to appropriately interpret and appreciate different nonverbal cues used by customers from around the world will give you a big advantage over your competition when dealing with people from various cultural and diverse backgrounds.

An important thing to remember is that you should not assign meaning to a nonverbal cue that you see a customer use out of context (e.g. their verbal and nonverbal messages do not seem to match). This is because the same gesture (e.g. a smile) might have different meanings when used by someone based on the situation, their level of emotion, the environment, a person that they are with, time, the customer’s cultural background and your personal frame of reference related to the signal.

To better discover ways to communicate positively in a global business environment, get a copy of 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.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Customer Service Quote – Brian Tracy

by Robert W. Lucas

Customer Service Quote – Brian Tracy

Many customer service representatives and others in their organization fail to realize that the first impression a customer or potential customer gets when contacting an organization can impact the customer-provider relationship. It can also dictate the success that you and the organization will have and whether the customer will recommend your organization to others.

Once contact has been made, your job is to demonstrate that you welcome the customer and that you have the knowledge, skill and ability to provide information and deliver quality service and products to meet their needs, wants and expectations. Your goal should be not to simply deliver “excellent” customer service, but instead to deliver the best customer service possible in order to increase brand and customer loyalty.

A quote by Brian Tracy, author, and motivational speaker, highlights the ultimate impact that you have in the service cycle.

For ideas and strategies on how to develop the knowledge and skills necessary to help create a customer-centric organization, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

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

Impact of the Economy on Customer Service Representatives

by Robert W. Lucas

Impact of the Economy on Customer Service Representatives

On an individual level, customer service representatives should be researching and upgrading their knowledge and skills related to dealing with people from around the world. This means, reading more articles and books on various cultures, customer service, and human behavior, attending training programs, taking educational courses, attending more conferences focused on customer service and generally becoming attuned to the world around them. This enhanced perspective and environmental knowledge will provide tools necessary to provide the best customer service possible.

Not since the 1980s have economic indicators (e.g., stock trades, home sales, purchases, international transactions, and construction) been in such turmoil worldwide. Many people have lost jobs, personal savings are dwindling, people are losing their homes, and spending is down greatly around the world. As the economy took a downward spiral in the latter part of the first decade in the twenty-first century, consumer confidence shifted, many organizations struggled to provide quality service levels with reduced staff, and budgets and revenue from products and services slipped for most organizations as consumers held onto precious cash.

In addition to government policy and economic changes, new legislation impacting healthcare and taxes, job elimination in the government sector, and shifts in consumer spending have significantly impacted many organizations, forcing downsizings and in many cases closures. This is especially true in small businesses where a Gallop Poll of small business owners found that “30 percent of owners say they are not hiring because they are worried they may no longer be in business in 12 months.” Further, 66 percent of those interviewed said they were worried about the current state of the economy and its impact on business. Obviously, this has long-term implications for hiring in the service industry and for consumers who have been curtailing their buying habits since the start of the recession out of the same fears that business owners are experiencing.

According to an interview comment by Phil Rist, executive vice president of BIGinsight, a consumer-centric information portal, “Events that have transpired over the past four years have forever changed consumers, and this is evidenced in what they deem expendable and untouchable purchases. The financial meltdown, natural disasters, and the threat of terrorism have sent shock waves through consumers and impacted their priorities. The added layer of advancing technology has changed how they research and make purchases . . . the retail landscape will likely never be the same.”

Overall, consumers do business as never before. Large numbers of customers search and do their homework for products and services online and often use retail outlets as a showroom to physically examine things they are interested in potentially purchasing. The result is that sales in brick-and-mortar stores are down for many retailers and suppliers. Best Buy instituted a price-matching strategy in March 2013 to combat this shop-around practice. They decided to match prices for all product categories against all local retail competitors and major online operations such as Apple.com, Dell.com, hhgregg.com, homedepot.com, Lowes.com, and other highly recognized retailers.

Another important factor related to the changes in the economic environment that have occurred in recent years is that many companies have made dramatic shifts in the way they do business and attempt to attract and hold customers. They are reevaluating their pricing and presentation of products and services, as well as, their policies and procedures for providing service. People and technology are being harnessed in different ways to allow them to compete in a global society. The approach to customer service in many instances is no longer “business as usual.” Instead of viewing it as something that should be done well, most organizations now see it as something that must be done. Managers have realized that they can no longer maintain the status quo and do things like they always have if they plan to stay in business and generate profits.

Because of the financial meltdown that occurred during the high point of the recession, many organizations that have been household names for decades and had international presence have cut back severely on the size of their workforce and sold off, merged, or closed operations. They have also have taken dramatic steps to attract and keep customers. Companies like Chrysler, General Motors (GM), Citigroup, Goldman Sachs, and American Express received funds through the Emergency Economic Stabilization Act of 2008 from the U.S. federal government to remain financially solvent. In addition, companies struggled (and still do in many instances) to find a balance between profitability and providing quality service. For example, companies like Sears, J.C. Penney, Best Buy, Dell, Borders Books, Hollywood Studios, Blockbuster, and other notable companies have continually juggled their retail and service policies since 2010 in an effort to remain competitive and stay in business. Some succeeded while others did not. All of this turmoil and change has had an adverse impact on the economy, the service industry, and ultimately employees and potential employees.

For more information on how the customer service profession is changing and the skills, customer service representatives need to succeed in providing quality customer service, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Customer Service Quote – The Value of Dissatisfied Customers

by Robert W. Lucas

Customer Service Quote – The Value of Dissatisfied Customers

Customers who are unhappy or dissatisfied can be a real challenge for many customer service representatives. They require additional time and effort to appease, they can create a public display, and they can also affect organizational and service provider satisfaction ratings by sharing their story with others.

On the other hand, you might want to view your dissatisfied customers as an opportunity to learn what is not working in the organization or with your approach to customer service. Often, we get so tied up in the day-to-day process and procedural “stuff” which we have to do, that we forget that our primary purpose for being there in the first place is to provide the best possible customer service to those with whom we come into contact.

By stepping back to examine why our customer was dissatisfied in the first place, we can potentially identify policies, product defects, service breakdowns and other potential problem areas that could cause more problems in the future. We can then brainstorm with our supervisor and peers to find potential solutions to these issues. This provides the opportunity to go from poor customer service to excellent customer service.

Bill Gates of Microsoft summed up this concept:

“Your most unhappy customers are your greatest source of learning.”

For strategies and techniques on how to deliver positive, effective service to your customers, get a copy of Customer Service Skills for Success.

Impact of the Eyes in Customer Service

by Robert W. Lucas

Impact of the Eyes in Customer Service

It has been said that the eyes are “the windows to the soul.” That is why some people and Westernized cultures place so much interest in making eye contact with others. This gives people a chance to potentially gauge meaning nonverbally from another person.

Consider the following related to eye contact with your customers and communicating nonverbally across cultures:

In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds for many people; then an occasional glance away is normal and expected.

Looking away in some cultures can often send a message of disinterest, or dishonesty, or lack of confidence (e.g. the United States, Canada, and the United Kingdom.

If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. They might also interpret your behavior as an attempt to exert power or as flirting.

Looking down before answering questions, glancing away continually as your customer talks, blinking excessively and other furtive eye movements can potentially create a negative impression. In any case, your customer might become uncomfortable and may react in an undesirable manner. For example, they might become upset or end the conversation if you use eye contact in what they perceive as an inappropriate manner.

As with all other aspects of workplace interaction in a multicultural environment, do not forget that cultural values and practices often influence the way in which people communicate and interpret message signals.

For more information about how to effectively interact with and deliver service across cultures, and to people who are not like you, get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Two Elements of Effective Customer Communication

by Robert W. Lucas

Two Elements of Effective Customer Communication

Two key elements in making your interactions with customers successful are to recognize how you tend to communicate and understanding how the communication process works. It is up to each customer service representative, and other employees in any organization, to take responsibility for developing his or her communication skills and knowledge.

Start by assessing your current interpersonal communication skills level and then seek information and assistance to improve in deficit areas. The easiest way to find out how you communicate is to ask those who know you best. Unfortunately, many people are leery about requesting feedback because of what they might hear. Conversely, most people have difficulty giving useful feedback because they either never learned how to do it or are uncomfortable doing it. In any event, try it. Ask a variety of people for their feedback because each person will likely have a different perspective.

For strategies and techniques for improving interpersonal communication skills with customers get a copy of Customer Service Skills for Success. For ideas on communicating more effectively with customers from diverse backgrounds, try Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Customer Service Quote – When Having a Bad Day…

by Robert W. Lucas

Customer Service Quote – When Having a Bad Day…

Everybody has a bad day…get over it! Whenever you feel as if you do not want to deal with customers or that you would rather be doing something else, consider the following customer service quote:

“Treat every customer as if they sign you paycheck, because they do.” – Unknown

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

The Role of Channel Partner Relationships on Customer Loyalty

by Robert W. Lucas

The Role of Channel Partner Relationships on Customer Loyalty

A key component of managing customer loyalty is for organizations to effectively establish and manage channel partner relationships. Such partners can help gain access to new business opportunities at lower costs, without having to merge or acquire more assets and employees. This means that retail and service pricing can be kept down. Such a strategy also provides a more competitive posture for your organization and potentially attracts and holds customers based on reduced pricing and enhanced product and service availability.

Through channel partner relationships organizations are able to build a larger and stronger competitive presence in the marketplace, which can help enhance customer trust and loyalty. This potentially occurs because customers view the organizations as a larger and stronger supplier or entity.

There are three types of typical channel partners with which your organization might build a relationship if you do not already have one in place. Transactional or indirect. This type of organization provides a distribution outlet or link for your company’s products and services. The challenge is that they maintain no specific loyalty and when the opportunity arises to obtain a newer product or service line, or one that is less expensive, they may move to other suppliers or vendors. Examples of transactional partners are online Web sites (e.g., Amazon.com and Overstock.com), retail stores, or service providers (e.g., plumber, laundry, pest control, masseuse/masseur, and car repair). Tactical. This category of partners include organizations that are intricately meshed with your company’s internal operations. Examples of such arrangements include mobile phone service providers that use retail outlets (e.g., Best Buy or mall kiosks). Strategic. The third type of channel partnership involves signing agreements through which one organization creates a long-term alliance with one another to brand, develop, or produce each other’s products or services. An example of this is the code sharing that takes place between airlines where two different airlines can sell seats on a single plane under their own individual flight numbers.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The Cost of Dissatisfied Customers

by Robert W. Lucas

The Cost of Dissatisfied Customers

Numerous research studies have been conducted to try to determine the cost of a dissatisfied customer who defects. Too often, service providers look at the loss of a sale as a single event when a customer is dissatisfied. However, one dissatisfied customer can cost your organization a lot if they defect to a competitor and share their negative experience with friends and relatives.

To get an idea of what one negative customer experience can cost your organization over a 10-year period, consider the following example:

Ms. Ling comes in to return a product that she paid $22 for over a month ago. She explains that the product did not fit her needs and that she had been meaning to return it since the date she purchased it, but kept forgetting. She also explains that she comes in at least once a week to make purchases. Your company has a three-day return policy, your manager is out to lunch and you do not have the authority to override the policy. Ms. Ling is in a hurry and is upset by your inability to resolve the issue. She leaves after saying, “You just lost a good customer!”

Let’s assume that Ms. Ling spends at least $22 a week in your store and calculate the potential loss to your organization.

$22 x 52 (number of weeks in a year) = $1,144
10 (number of years as a customer) x $1,144 = $11,440
16 (number of people statistically told of her negative experience) x $11,440 = $183,040

These numbers are bad news. The good news is that you and every other employee in your organization can reduce a large percentage of customer defections by providing the best possible quality service. If you and everyone in your organization focus on strengthening customer relationships, reducing customer defections and building brand and customer loyalty through the use of sound customer service skills, both your customers and your organization benefit.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Impact of Time on Customer Service

by Robert W. Lucas

Impact of Time on Customer Service

The concept and value of time differ between individuals. Your personal perception of time may differ from that of others. For example, if you are looking forward to a vacation or other special event time often seems to drag on. If you are in a hurry or are late for an event, it often seems to fly by putting even more pressure or stress on you. Others may not have the same reaction to events.

Some individuals grew up in a household or cultural environment where one or both of their parents or other caregivers had a lackadaisical attitude toward time and were often late. If this was the case in your home environment, the chances are that you may not be as punctual as someone who learned early on that being on time for meeting commitments was an important personal value. Depending on the situation and other people involved, this may or may not be an issue.

In some cultures being late by as much as an hour is acceptable. The higher a person’s status, the longer you might have to wait for them. In the United States and other monochronic societies, five to ten minutes is an acceptable wait time if someone is late, unless they are high ranking in an organization, government or military. The logic in such cases is that because of the demands on their time and the level of decisions in which they are typically involved, senior-level people are more likely to be detained or called into unscheduled meetings or telephone calls which might cause tardiness. Keep this in mind when you are providing service to different customers. Sometimes, patience is rewarded with a big order or contract.

As a customer service representative or someone who deals with internal customers, it is good to remind yourself that everyone is not like you. That does not mean they are wrong or bad; just different. Personal and cultural values differ. To succeed in business and to be able to deliver the best customer service possible, you should strive to educate yourself on diversity and the values and beliefs of people from around the world. This broadened global perspective will serve you well when interacting with customers and others in your life.

Extracted from: Please Every Customer: Delivering Stellar Customer Service Across Cultures.