Nonverbal communication in customer service

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He speaks
It is the most important verbal component as it allows us to convey our message. It will be essential to adapt it to the context in which we find ourselves and to the person to whom we are addressing ourselves. Therefore, when we attend to the public we will use clear and simple language without technical jargon, as the objective is for them to understand us and the message we want to convey.

The conversation
Practicing active listening and giving feedback to your interlocutor will help the conversation to continue and flow. In addition, the client will know that their message is understood and will feel understood by you.


We must take care of our non-verbal communication, since as we have seen it also “tells things” about us.

Imagine that you are speaking to a client in a low voice, with a monotonous tone and with a hunched posture. Have you thought about what you are transmitting? As you may be thinking, non-verbal communication is more important than we think, since it allows us to emphasize the verbal message, replace words, repeat what we say verbally... or, on the contrary, it can contradict what we are trying to transmit verbally.

As we have seen, according to different jordan phone data authors, non-verbal communication has a weight of around 90% in any face-to-face communicative interaction, so, although on many occasions it is “the great forgotten”, below we will see some tips that will help you take care of it by addressing the rest of the elements corresponding to paraverbal communication and body communication.



38% of paraverbal communication
Some paralinguistic elements are:

Latency
It is the period of time that occurs between the end of one sentence and the beginning of another by an interlocutor. An excessive delay is interpreted as passivity and a quick and thoughtless response is interpreted as aggressiveness. What should you do if you are asked a question for which you need more time to answer? The ideal is to use phrases such as “let me think”. This will give you the necessary time to think about your answer and it will be much more assertive.

The volume