Professional Documents
Culture Documents
29. Words and phrases that build relationship: Please Thank you I can or will How may I help? I understand how
you feel You’re right May I Would you mind….. I apologize for…. Excellent Verbal Communication with
Customers Communicating positively…..
30. Words and phrases that damage relationship: You don’t understand You don’s see my point Hold on a
second Our policy says (or prohibits) That’s not my responsibility What you need to do is….. Why don’t you
The word “problem” The word “but” The word “no” Excellent Verbal Communication with Customers
Avoiding negative communication
31. Six C of giving good information to customers Clear Concise Courteous Complete Correct Concrete
Excellent Verbal Communication with Customers
32. Non Verbal Communication with Customers Non Verbal Behavior Body language Volume Cues Appearance
and Grooming Miscellaneous Cues
33. Non Verbal Communication with Customers Body language Volume Cue
o Eye contact
o Posture
o Facial expression
o Gestures
o Pitch
o Volume
o Rate of speech
o Voice quality
o Articulation
o Pauses
o Silence
34. Non Verbal Communication with Customers Appearance and Grooming Miscellaneous cues
o Hygiene ( regular washing and combing of hair, use of mouthwash and deodorant )
o Clothing and accessories
o Personal habits
o Proper etiquette and manners
35. Eye contact, posture, facial expression, gestures
o Brief eye contact
o Eyes wide open
o Smiling
o Nodding affirmatively
o Expressive body gestures
o Open body stance
o Listening actively
o Remaining silent as customer speaks
o Gesturing with open hand
o Clean, organize work area
o Yawning
o Frowning or sneering
o Attending to matters other than the customer
o Leaning away from customers as he/she speaks
o Subdued or Minimal hand gestures
o Staring blankly or coolly at customers
o Interrupting
o Pointing finger or object at customer
o Disorganized, cluttered work space
Good Listener
Influencing