4.1 Furthering Your Customer Service Skills

Body language cues

Conscious or unconscious gestures and movements that express feelings or intentions.

Face

The face is a key indicator of feeling, emotion and interest.

Eyes

Often the first nonverbal cue others notice, used to make or avoid visual contact and express feelings.

Posture

How you hold your head, shoulders, legs, arms and hips.

Gestures

Often accompany verbal communication or can get a message across without words.

Voice

Tone of voice, volume, emotion and pace influence messages.

Movement

Small movements that can be signs of nervousness, boredom, or agitation.

Touch

A powerful communicator of body language that should be limited to necessary interactions in a professional manner.

Appearance

Includes things that are visually apparent about a person, sending nonverbal cues.

Service recovery

An action the retailer provides to address a service failure and turn a negative experience into a positive one.

Service recovery requires

Patience, empathy and a willingness to help the customer find the best solution.

Service recovery

An action the retailer provides to address a service failure and turn a negative experience into a positive one.

Product return

The process in which a customer takes or sends merchandise that they have purchased back to the retailer.

Reverse logistics

The process through which returns are managed.

Retailer's clientele

The collective group of customers that are served by that retailer.

Referral

When a person recommends a store or salesperson based on their positive experiences.