Importance of Listening to a Customer

Verbal and Nonverbal Communication Skills

Erica Peoples

American Public University System

October 2, 2015

OVERVIEW

What is Retail Customer Service? Importance of A Consistent Level of Customer Service Verbal Communication Nonverbal Communication Examples Importance of Listening to Customers

What is Retail Customer Service?“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,” (Lucas, 2014).

Retail Customer ServiceIt is important for a sales associate to greet the customer

and make himself available to help the customer findwhatever he or she needs.

Importance of a Consistent Level ofCustomer Service

Customer satisfaction increases based on consistency Consumer confidence increases when consistent

results are produced Relationships factor greatly into the consistency

equation Fluctuations in service will result in badmouthing Consumers quit doing business with a company

because of bad customer experiences

ABOUT CUSTOMER LOYALTY

Verbal Communication Verbal communication is communicating with words,

written or spoken. Verbal communication consists of speaking, listening, reading, or writing.

Question: “What are some of the top verbal communication skills that people need to master if they want to stand out from their competitors?”

Verbal Communication Skills

“Be friendly. Think before you speak.

Be clear and concise. Don't talk too much.

Be your authentic self. Practice humility.

Speak with confidence. Learn the art of listening.” (Smith, 2015)

Nonverbal Communication Examples Eye Contact – Is eye contact being made? Facial expression – What is your face showing? Tone of voice – Does your voice project warmth,

confidence, and interest? Posture and gesture – Is your body relaxed or stiff

and immobile? Are your shoulders tense and raised, or slightly sloped?

Touch – Is physical contact appropriate to the situation?

NONVERBAL COMMUNICATION

“Nonverbal messages consist of such things as movements, gestures, body positions, vocal qualities, and a variety of

unspoken signals sent by people, often in conjunction with verbal messages,” (Lucas, 2014).

Importance of Listening to Customers “Listening shows that you care. Listening shows that you are serious about your business. Listening shows that you are open to change. Listening shows that you understand market trends. Listening makes your customer feel valuable.” (Meylah,

2015).

MOST OF ALL – YOU GAIN CUSTOMER LOYALTY!

ReferencesLucas, R. (2014). Customer Service Skills for Success, 6th Edition. [VitalSource

Bookshelf version]. Retrieved from http://online.vitalsource.com/books/1259590526/epubcfi/6/30

Surveys: The Importance of Listening to your Customers | Meylah. (n.d.). Retrieved October 2, 2015.

Smith, T. (n.d.). 10 Verbal Communication Skills Worth Mastering | Little Things Matter. Retrieved October 2, 2015.

Trends to Watch: 12 Ingredients for Baking in Customer Loyalty. (n.d.). Retrieved October 2, 2015.