Customer Service Environment Is Extremely Important

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

They say a picture paints a thousand words, and the same can be said for Body language. Body language definitely plays a big role in influencing communication, by observing body language alone it makes it easy for you toidentify whether somebody shows interest or puts value in what you are saying. It also allows you to make pre judgements about an individual. For instance an audience or an individual can perceive a speaker/someone as arrogant based on the body language he makes and not the content. Making body language a priority for effective communication.

It is very important to be able to recognise what a persons body language is saying especially as a Health and Social care practitioner as incorrect interpretation of communication can lead to miscommunication.

I am originally from Puerto Rico, which is a country in which communication is an integral part of society. The cultural norm of the Puerto Rican culture is to speak up when necessary and communicate clearly if we want things to be done. At the same time, I believe that in order to produce results, the manner in which communicating takes place, is an extremely important component. My culture also showed me how the emotions used when communicating, such as the use of the hands and body language, will dictate the tone and flow of the communication. The literature suggests that the majority (as much as 76%) of the message we gibe to another person during conversations is carried by non-verbal or para-verbal communication. Thus, we must be very careful and strategic in our use o non-verbal communication (Van Acker, 1997).

Nonverbal communication or body language makes up 55% of effective communication. This plays the biggest part in communication, and it shows the client or colleague more information than words alone ever could. Nonverbal communication includes facial expressions, body movement and gestures, head movements, eye contact, posture, and the use of distances and space. Understanding and using nonverbal communication can enhance the connection between you and others, navigate challenging situations and well as expressing interest in the conversation. this can also established effective rapport between you and the client or colleague.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Sometimes, some people are not able to communicate verbally, may be due to lack of confidence or they don’t know the language. That is why it is very important to observe their facial and body reaction so that any problems could be identified and dealt with. It is also important to observe an individual’s reaction in order to make sure the information has been understood so that you know whether you need to adjust your communication methods. You can also recognise any communication barriers such as language

Nonverbal communication plays an essential role in any conversation. Individuals who are aware of nonverbal actions during conversations can more effectively interpret what is being communicated.

We will always deal with a variety of different personalities and behaviours here. I speak to most customers on the phone and they could be calling for any number of reasons for example, an issue has risen with one of the windows we installed, or perhaps they are looking for a quotation. I have to be able to deal with a variety of

Nonverbal communication plays an essential role in any conversation. Individuals who are aware of nonverbal actions during conversations can more effectively interpret what is being communicated.

Appropriate body language can reinforce your verbal message or reflect your mood. There are some conscious methods you can utilize to show the listener you are actively listening. (http://www.livestrong.com)

I use this strategy within verbal and nonverbal communication, including appropriate body language extensively on a daily basis to communicate across my ideas, company vision and work instruction to my colleagues and service user’s families. I read people’s body language and facial expression to further understand their feelings, and adjust my communication context continuously.

Our body language gives messages of how one is being responded to and how what is being said is being received. This includes while being spoken to whether one’s arms are folded or open, or how rigid or tense or muscles appear to be. Generally, our body position reflects what emotions we are feeling.

Any communication interaction involves two major components in terms of how people are perceived: verbal, or what words are spoken and nonverbal, the cues such as facial expressions, posture, verbal intonations, and other body gestures. Many people believe it is their words that convey the primary messages but it is really their nonverbal cues. The hypothesis for this research paper was: facial expressions directly impact how a person is perceived. A brief literature search confirmed this hypothesis.

Good customer service is very important in a business because it is this that determines