Communication is verbal, but it also includes non-verbal cues. When 
communicating with customers, of course you always need to be pleasant. However, sometimes it can be challenging - especially when the customer is "being difficult". That's when you have to turn into an actor and not let your emotions show through.
Let's face it, not all customers are going to be nice and some just expect too much. But hey, you gotta do your job. So, it's important not to project any negative vibes. Non-verbal communication does speak louder than verbal communication. Customers can see through fake smiles and humurous/sarcastic comments.
» LEAP to the customer's side from Customer Service Reader
Anyone can be nice to nice customers. There's almost no skill involved in that. What separates the professionals from the amateurs is the ability to manage difficult customers. Customers can be “difficult” (angry, upset, frustrated) for various rea... [Read More]
Tracked on: March 6, 2006 6:46 AM | Permalink to Trackback