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Verbal and Nonverbal Cues

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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.docx
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Quick reference

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.

Instructions

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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  • 00:04 In this video,
  • 00:05 we're gonna continue looking at how to understand your customers, okay.
  • 00:10 This next piece is so important.
  • 00:13 It's verbal and non verbal cues.
  • 00:17 Verbal and non verbal cues.
  • 00:18 So what does that mean?
  • 00:19 So verbal cues, what are some things that people might say under their breath?
  • 00:25 If you're trying to bring them down from being upset and
  • 00:29 you're trying to provide a remedy, and you're telling them about the remedy.
  • 00:33 And they're like or, great.
  • 00:39 That's a verbal cue, right?
  • 00:41 And, so many times, we just wanna get the customers in and
  • 00:44 out, or we're restricted with what we can do to serve them.
  • 00:50 We just gloss over that, right?
  • 00:53 Some of you don't do that, some of you do, and,
  • 00:55 some of us, it just happens naturally.
  • 00:58 Okay, so we don't wanna gloss over that and
  • 01:00 we're gonna give you some tools on how to address those.
  • 01:04 And what about a non-verbal cue?
  • 01:06 Maybe you're explaining a remedy to an upset customer and they're just like this.
  • 01:12 Non-verbal cues, right?
  • 01:17 So you have to be able to pick up on that.
  • 01:19 And the same thing when you're doing a good job.
  • 01:22 If your remedy is helping, they'll be nodding their head.
  • 01:25 Maybe they'll be smiling.
  • 01:27 Those are some non-verbal cues or some verbal cues would be awesome.
  • 01:33 That's great, that's exactly what I'm looking for.
  • 01:36 Those tell you you're on the right track.
  • 01:39 So listen and acknowledge the vocal tone,
  • 01:43 the vocal volume, sign, and the word choice.
  • 01:47 Cuz here's the numbers, 96% of your unhappy customers,
  • 01:52 won't tell you they're unhappy.
  • 01:55 91% of them just won't come back.
  • 01:59 That's big.
  • 02:00 How is that affecting your client?
  • 02:02 So think about all the clients that are upset.
  • 02:05 96% of your unhappy customers won't even tell you they're unhappy.
  • 02:09 And 91% just won't come back.
  • 02:13 So, next you have to notice and respond to those nonverbal cues.
  • 02:18 So the body language, frowning, shallow breathing, right?
  • 02:24 You can't just gloss over those things.
  • 02:27 You have to address it.
  • 02:29 And number three, look for the meaning behind the words and
  • 02:33 respond appropriately, okay?
  • 02:36 So, I'll give you an example.
  • 02:37 I travel quite a bit and I'm part of a rewards program for
  • 02:41 a particular hotel and they are awesome customer service.
  • 02:46 That's why I am in their reward program, because I really enjoy it.
  • 02:49 But not too long ago, I was, gosh I think I was in the Atlanta area or somewhere.
  • 02:56 And I walk in, and the person looked at me, and
  • 03:01 it was like I was just intruding on their parade, right?
  • 03:04 This was the person behind the counter, they looked at me, and
  • 03:07 gave me one of these.
  • 03:09 Her nonverbal cue, right?
  • 03:12 Didn't even make eye contact, ask me my name.
  • 03:15 I said, yes, I'm David Brownlee, I'm here to check in.
  • 03:19 And, all of a sudden, she starts going through the rigmarole.
  • 03:23 Thank you for being a platinum member.
  • 03:27 We know you have a lot of choices and
  • 03:30 you get a free thing from our market and this is how, that was my response.
  • 03:35 So she was saying the right words, but that verbal queue and
  • 03:40 that non verbal queue, how did that make me feel?
  • 03:43 Not like a platinum member, I'll tell you that.
  • 03:47 And then she found out who I was, and I'm an international customer service speaker,
  • 03:51 and then she pepped up a little bit.
  • 03:53 But boy, that's not such a great way to do it, okay?
  • 03:57 So let's review, so you have to listen and acknowledge the vocal tone.
  • 04:04 If you can tell that somebody is still upset,
  • 04:07 address it and you can ask them a question.
  • 04:10 And we're gonna talk about this more as well, but
  • 04:12 you can ask them a question like, is that an excellent remedy for it?
  • 04:17 Or if I could do this for you, would that help you?
  • 04:20 Would that make you feel better or would that make you happy?
  • 04:24 So you have to address it and that's okay.
  • 04:26 It might take a little more work on your end.
  • 04:27 You might have to get a little more creative.
  • 04:29 It might take a little more time, but it's worth it.
  • 04:32 Because your customer's not always right, but they always leave happy.
  • 04:35 And we're gonna talk about that, okay?
  • 04:38 Because 96% of your unhappy customers won't tell you they're unhappy.
  • 04:43 And 91% of them just won't come back.
  • 04:46 So you have to notice and respond to non-verbal cues,
  • 04:49 the body language, the frowning, shallow breathing.
  • 04:53 And look for the meaning behind the words that they're using and
  • 04:56 respond appropriately.
  • 04:58 Does that make sense?
  • 05:00 All right, you guys got this.
  • 05:01 We're gonna see you in the next video and we're gonna continue on.

Lesson notes are only available for subscribers.

Listen Intently
05m:13s
Reassure the Customer
06m:00s
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