CHAPTER 44
Is Your Body Language Saying the Right Things?
Nonverbal communication is one of the most powerful forms of communication, and yet it’s often overlooked by frontline reps. I’ve heard a frontline rep accused of providing bad service say something like, “I told him to have a nice day,” as if the words alone were enough. Sure, he may have told the customer to have a nice day, but he did so while slouching in his chair as if it were his personal sofa and not even bothering to look up from his computer screen. Perhaps the customer didn’t feel the rep’s words were sincere because of the terrible nonverbal communication that accompanied them.
When I train frontline reps, I often do an experiment. I’ll use a basic customer service greeting ...
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