Use Caution with Nonverbal Cues When Serving International Customers “I am so sorry! That’s not what I meant” is all the service provider could say after he inadvertently offended an international customer from Turkey by using what he believed to be a signal of reassurance (thumb and index finger forming an “O”). In fact, due to a … Read more
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 … Read more
Four Tips for Delivering Customer Service in a Diverse World The world is much smaller than it was several decades ago. More expendable income, ease of travel and technology have closed the distance and communication gaps that were formerly in place. As a result, you are likely to encounter customers from various cultures and backgrounds … Read more
Common Sense Customer Service Is Not So Common Anymore You may have experienced what my family and I did, related to one of those “dah” moments when we visited the Applebee’s restaurant in Maitland, Florida this weekend. We were celebrating my mother’s 96th birthday and she wanted to go there for their ribs. We ordered … Read more
Avoid Assumptions When Communicating Across Cultures During interpersonal communication, assumptions can sometimes result because of culturally specific understandings. Preconceived ideas can often cause relationship breakdowns and misunderstandings when dealing with a customer who speaks a different language. Even so, there are ways to avoid assumptions when communicating across cultures with someone who speaks a different native language than … Read more
Nonverbal Communication Success Tip Whether you are dealing with customers or potential customers, never forget that the way that you communicate verbally and nonverbally (interpersonal communication skills) will determine the outcome of your interactions. In particular, nonverbal cues can often override your spoken words. Personality types, cultural and educational background, the environment in which people … Read more
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