The World of Customer Service, 2e Odgers

1Chapter 10

Chapter 10Chapter 10Nonverbal Communication,Nonverbal Communication,

Dress, and MannersDress, and Manners

Objectives

Understand the elements and interpretations of body language

Recognize the importance of having a dress code in the workplace

Cite examples of business etiquette and manners

The World of Customer Service, 2e Odgers

2Chapter 10

Customer-FriendlyCustomer-FriendlyBody LanguageBody Language

Body language includes tone of voice, eye movement, posture, hand gestures, facial expressions, and more.

These nonverbal cues are more immediate, instinctive, and uncontrolled than verbal expressions.

The World of Customer Service, 2e Odgers

3Chapter 10

A Message Consists of:A Message Consists of:

55% of the message = Nonverbal signals

38% of the message = Tone of voice

7% of the message = The words we use

Therefore, 93% of every conversation is interpreted through body language.

The World of Customer Service, 2e Odgers

4Chapter 10

Major Elements ofMajor Elements ofBody LanguageBody Language

Eye Contact – the eyes communicate more than any other part of the human anatomyTone of Voice – this is especially important on the phone when visual cues are missingSmiling – this shows customers that you enjoy helping themPosture – an alert posture tells the customer that you are interesting in helpingGestures – using gestures contributes to how your total message is interpreted

The World of Customer Service, 2e Odgers

5Chapter 10

Body Language CuesBody Language Cues

Openness and warmthOpen-lipped smiling, open hands with palms visible

ConfidenceLeaning forward, keeping the chin up

NervousnessSmoking, whistling, fidgeting, wringing hands

Untrustworthiness or defensivenessFrowning, squinting, clenching hands

The World of Customer Service, 2e Odgers

6Chapter 10

Dressing to MakeDressing to Makea Good Impressiona Good Impression

“There’s never a second chance to make a first impression…

OR

“First impressions are lasting ones…”

Presenting an effective image in business shows competency, self-confidence, and professionalism.

The World of Customer Service, 2e Odgers

7Chapter 10

Dress Code ElementsDress Code Elements

Consider the following areas surrounding your overall appearance as you use common sense and exercise good judgment when following a company’s dress code:

hair, nails, makeup, dress, footwear, jewelry and accessories, perfume and cologne

The World of Customer Service, 2e Odgers

8Chapter 10

The Business Attire IssueThe Business Attire Issue

Businesses consider the following when deciding to develop an appropriate dress code for employees:

The business’s public image

The nature of the work performed by the employees affected by the dress code

Safety standards

The World of Customer Service, 2e Odgers

9Chapter 10

Personal Dress StandardsPersonal Dress Standards

Your industry, age, geographical location, position in the corporate hierarchy, and personality will contribute to determining what is appropriate dress for each employee.

Regardless of how informal the outfit, clothes should always be clean and pressed, stain- and odor-free, and not ripped, torn, or frayed.

The World of Customer Service, 2e Odgers

10Chapter 10

Business EtiquetteBusiness Etiquetteand Mannersand Manners

Business etiquette dictates the rules of acceptable behavior that identify the application of correct or polite manners in a general business situation.Soft skills, like punctuality, positive attitude, and cooperation are more important than knowing how to perform a job.