Posts in category: Customer Service Communication Skills

Verbal Communication and Non-Verbal Communication

1. Verbal Communication

What is Verbal Communication?

Verbal communication is communication using words — spoken or written — to share information, ideas, or feelings.

Simple training definition:

Verbal communication is the use of words to communicate with customers, colleagues, and managers.

Verbal communication includes:

• Face-to-face conversation
• Telephone conversation
• Meetings
• Presentations
• Emails
• Messages
• Reports
• Instructions
• Customer service conversations

Examples of Verbal Communication in Workplace

Example 1 – Reception

“Good morning, welcome to ABC Company. How may I help you?”

Example 2 – Telephone

“Thank you for calling. I will check this for you.”

Example 3 – Handling Complaint

“I apologize for the inconvenience. We will solve this problem immediately.”

Example 4 – Giving Instructions

“Please complete this form and submit it at the counter.”

Example 5 – Email Communication

“Dear Mr. Ali, please find attached the quotation you requested.”

All these are verbal communication.

Types of Verbal Communication

Good Verbal Communication Skills

Employees must:

• Speak clearly
• Use simple language
• Be polite
• Be professional
• Listen carefully
• Avoid slang
• Avoid rude words
• Use positive words
• Confirm understanding

Positive Words to Use in Customer Service

Words can change customer experience.

2. Non-Verbal Communication

What is Non-Verbal Communication?

Non-verbal communication is communication without words — using body language, facial expressions, gestures, posture, tone of voice, and appearance.

Simple training definition:

Non-verbal communication is how we communicate without speaking.

Very important concept in training:

Customers believe what they see more than what they hear.

Types of Non-Verbal Communication

Examples of Non-Verbal Communication in Workplace

Example 1 – Customer Reception

Poor Non-Verbal Communication:

• No eye contact
• No smile
• Looking at phone
• Slouching
• Angry face

Even if staff says:

“Welcome sir.”

Customer will not feel welcomed.

Good Non-Verbal Communication:

• Smile
• Eye contact
• Stand straight
• Friendly face
• Hand gesture to sit

Customer feels welcomed even before speaking.

Example 2 – Handling Complaint

Customer complaining.

Poor Non-Verbal:

• Rolling eyes
• Looking at computer
• Interrupting
• Crossing arms
• Angry face

Customer becomes more angry.

Good Non-Verbal:

• Eye contact
• Nod head
• Calm face
• Lean slightly forward
• Take notes
• Listen carefully

Customer feels respected.

Communication Rule (Very Important for Training)

Communication Impact Rule:

People remember communication based on:

• Words – 7%
• Tone of voice – 38%
• Body language – 55%

So:

Non-verbal communication is more important than verbal communication.

Comparison – Verbal vs Non-Verbal Communication

Simple explanation for training:

Verbal communication = Words
Non-verbal communication = Feelings

Workplace Example – Combined Communication

Staff says:

“I will help you.”

But:

• No eye contact
• Angry face
• Busy typing
• No smile

Customer will not believe the words.

But if staff:

• Smile
• Eye contact
• Friendly tone
• Open posture

Even simple words create great customer experience.

Points to Remember (Very Important for Training)

1. Communication is not only speaking.
2. Body language speaks before words.
3. Smile is powerful in customer service.
4. Eye contact shows confidence and respect.
5. Tone of voice shows attitude.
6. Posture shows professionalism.
7. Listening is part of communication.
8. Do not cross arms when talking to customers.
9. Do not look at phone when customer talking.
10. Appearance is also communication.
11. Customers judge service by behavior.
12. Good communication creates good customer experience.

Communication Skills for Customer Service

1. What is Communication?

Start the session by asking participants:

What is communication?

Then explain:

Communication = Sending and receiving information between people.

But in customer service:

Communication is not what you say.
Communication is what the customer understands and feels.

This is very important.

2. Communication Process (Simple Model)

Explain communication process:

1. Sender
2. Message
3. Channel
4. Receiver
5. Feedback
6. Noise (disturbance)

Example:

Customer calls → asks about delivery → staff explains → customer understands → feedback.

Noise can be:

• Language barrier
• Bad phone line
• Wrong tone
• Poor explanation
• Customer anger
• Background noise
• Wrong email

3. Types of Communication in Customer Service

There are mainly 3 types:

1. Verbal Communication

Talking face to face or telephone.

Examples:

• Talking to customer
• Phone calls
• Meetings
• Explaining product
• Handling complaints

2. Non-Verbal Communication

Body language.

Includes:

• Facial expressions
• Eye contact
• Posture
• Hand gestures
• Smile
• Tone of voice
• Appearance
• Uniform
• Clean desk

Very important concept:

Customers see your attitude before they hear your words.

3. Written Communication

Includes:

• Emails
• WhatsApp
• SMS
• Letters
• Reports
• Invoices
• Chat messages

Written communication must be:

• Clear
• Polite
• Professional
• Short
• Correct grammar

4. Listening Skills (Very Important in Customer Service)

Tell participants:

The biggest problem in customer service is not talking.
The biggest problem is not listening.

Teach Active Listening:

Active listening means:

• Listen carefully
• Don’t interrupt
• Show interest
• Ask questions
• Confirm understanding
• Take notes
• Show empathy

Example:

Customer says:
“My delivery was late and the box was damaged.”

Bad response:
“Okay, give me your order number.”

Good response:
“I’m really sorry to hear that your delivery was late and the package was damaged. Let me help you with this. May I have your order number please?”

This is professional customer service communication.

5. Positive Language vs Negative Language

This part is very powerful in training.

Teach employees to avoid negative words.

Negative vs Positive Examples

Tell participants:

In customer service, words are very important.
One wrong word can create an angry customer.

6. Telephone Etiquette

Many employees answer phone badly. This is very useful training.

Teach them how to answer phone professionally.

Telephone Answering Standard

Teach this format:

Greeting + Company Name + Your Name + Offer Help

Example:

“Good morning, ABC Logistics, this is Ahmed speaking. How may I help you?”

Not:

Hello
Yes
Who is this
What do you want

This is not professional.

Telephone Rules:

• Answer within 3 rings
• Smile while talking (voice changes)
• Speak clearly
• Don’t interrupt
• Take notes
• Repeat important information
• Thank customer
• End politely

Closing Example:

“Thank you for calling ABC Logistics. If you need any further assistance, please feel free to call us. Have a nice day.”

7. Email Etiquette

Teach them simple professional email structure:

Email Structure:

1. Subject
2. Greeting
3. Purpose
4. Information
5. Closing
6. Signature

Example Email:

Subject: Delivery Update – Order #4567

Dear Mr. Ali,

Good afternoon.

We would like to inform you that your order has been dispatched and will be delivered tomorrow.

Please feel free to contact us if you need any further assistance.

Thank you for your business.

Best regards,
Ahmed
Customer Service Department

8. Body Language in Customer Service

Tell participants:

Communication impact:

• Words = 7%
• Tone = 38%
• Body Language = 55%

Body language includes:

• Smile
• Eye contact
• Standing posture
• Hand movement
• Head nod
• Professional appearance

Example:

Customer asks question and staff:

• Looks at computer
• No eye contact
• Serious face
• Short answers

Customer thinks staff is rude.

Even if staff is not rude. So body language is very important.