Re: Re: Nonverbal Communications
Posted: Thu 3/9/2017 at 10:35 PM, in reply to Khandi Alyx Tankey
Outstanding Khandi! You hit the nail on the head. That customer perceived something that was not true. I'm glad that you were able to communicate verbally to him. That changed the entire dynamic of his experience. Two things happened in this case. The first was that he observed you and gave meaning to what he thought he saw. The second thing was that he brought it to your attention, which promoted you to make an adjustment. This was an excellent example of how miscommunication can be bad for business. Customers will take one bad experience, or perceived bad experience, and damage the reputation of the company as a whole. I like that you are willing to make an adjustment and pay more attention to your non-verbal communication, in this case your facial expression.
Keep up the good work!
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