Nonverbal communication can be express through facial expressions, touch, your tone of voice and even your
appearance. When dealing with customers, your nonverbal message should be clear and understandable, so the
interaction between the two of you doesn't affect the customer in a negative way. Nonverbal messages should
always coincide with what you are saying verbally. The nonverbal message can mean one thing to you but mean
something completely different to the receiver. For example, if you smile after making a comment, one person
may conclude that you are being funny, while another may consider the smile as a gesture of friendliness.
One experience of nonverbal communication being miscommunicated was when I visited a boutique a few weeks
ago. When I entered the store, the clerk starred at me and continued to do so as I walked around the store. After
15 minutes of being uncomfortable, I headed towards the door to leave and she said, "I'm sorry to keep starring
but I have been trying to read your t-shirt since you walked in the store". The awkwardness of the store clerk
staring at me made me feel like she was watching as if I was a thief, but she was only admiring my t-shirt.
Lehman, C., DuFrene, D., & Walker, R. (2016). BCOM. Boston: Cengage Learning.