Page 23 - CUST SVC TEXTBOOK 2020
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7.4 Non-Verbal Communication
Non-verbal communication makes up an important part of helping Service Providers present a
positive image. Our bodies communicate the most powerful messages unknowingly.
Service Providers must watch their body language when talking to customers.
1. Facial Expressions
- smile
2. Eye Contact
- look at customer’s eyes (but not to stare)
3. Gestures
- Do not wave the hands about
4. Posture
- Stand up straight
- Do not cross arms across the chest
- Do not place legs up on the table
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