Nonverbal Feedback
MKT 135-I01
June 4, 2013
Unit III Discussion Area: Nonverbal Feedback
Nonverbal feedback is behavior, other than verbal or written communication, that creates or represents meaning. It includes eye contact, facial expressions, gestures, and body movement. Nonverbal feedback is communicating without saying a word. Remember the old saying “Actions speak louder than words” well they actually do. To follow are a few examples of nonverbal feedback.
Body Language – The way a person sits, stands, body position, and hand gestures can send either positive or negative messages. These nonverbal cues are indicators of the customer’s understanding of the message you are relaying. A person must be careful during the communication process; nonverbal signals can counteract the verbal message. When greeting a customer an approachable posture and a firm handshake indicates confidence, which in turn earns the customer’s loyalty.
Eye Contact: Eye contact is the most immediate form of nonverbal feedback. Making and maintaining eye contact with the customer is extremely important. Direct, sustained eye contact is considered a sign of friendliness, strength, and trustworthiness. When a customer has a question, maintaining eye contact shows the CSR is actively listening.
Facial Expressions: The face is capable of a wide variety of facial expressions. The face can show excitement, happiness, sadness, boredom, concern, and many more. People need to spend more time emulating a pleasant positive image with their face, instead of one that projects a negative attitude. According to experts, smiling is one of the few nonverbal cues that has a universal meaning of friendship or acceptance. A simple smile can commence and maintain a long lasting relationship with customers.
June 4, 2013
Unit III Discussion Area: Nonverbal Feedback
Nonverbal feedback is behavior, other than verbal or written communication, that creates or represents meaning. It includes eye contact, facial expressions, gestures, and body movement. Nonverbal feedback is communicating without saying a word. Remember the old saying “Actions speak louder than words” well they actually do. To follow are a few examples of nonverbal feedback.
Body Language – The way a person sits, stands, body position, and hand gestures can send either positive or negative messages. These nonverbal cues are indicators of the customer’s understanding of the message you are relaying. A person must be careful during the communication process; nonverbal signals can counteract the verbal message. When greeting a customer an approachable posture and a firm handshake indicates confidence, which in turn earns the customer’s loyalty.
Eye Contact: Eye contact is the most immediate form of nonverbal feedback. Making and maintaining eye contact with the customer is extremely important. Direct, sustained eye contact is considered a sign of friendliness, strength, and trustworthiness. When a customer has a question, maintaining eye contact shows the CSR is actively listening.
Facial Expressions: The face is capable of a wide variety of facial expressions. The face can show excitement, happiness, sadness, boredom, concern, and many more. People need to spend more time emulating a pleasant positive image with their face, instead of one that projects a negative attitude. According to experts, smiling is one of the few nonverbal cues that has a universal meaning of friendship or acceptance. A simple smile can commence and maintain a long lasting relationship with customers.