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About this lesson
This module covers what to look for with verbal and nonverbal cues to deliver excellent customer service.
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Verbal and Nonverbal Cues
Learn what to look for with verbal and nonverbal cues to deliver excellent customer service.
When to use
You should always watch for the verbal and non-verbal cues to better understand your customer.
Picking up on verbal and non-verbal cues allows you to better understand your customer.
Verbal Cues - Listen to and acknowledge things like vocal tone, volume, sighing and word choice.
96% of your unhappy customers won’t tell you they’re unhappy and 91% of them won’t come back, but if you pick up on the cues and make the customer happy it will help.
Non-verbal Cues - Notice and respond to nonverbal cues – body language, frowning, shallow breathing.
Look for the meaning behind the cues and respond appropriately.
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