Management: Building Rapport With Associates

     When working  as a manger in customer service, it is important to build rapport with your associates. Associates want to know that they matter and are appreciated.  If the associates are unhappy or are not able to respect the people for whom they are working, their performances will suffer.

     In this clip, it is clear that the manager is uninterested in what his associate has to say. He just keeps talking in the same overbearing, bored tone. All the while, his associate tries to express his concerns about moving his desk.

     Their nonverbal cues say so much more about this interaction, however. The associate remains tense throughout the entire interaction: he is hunched in his chair, his shoulders are tensed, and his eyes are huge. His manager, however, is in a superior position, leaning over him the whole time. His eyes are also half-lidded while he is talking. This creates the impression that he does not care what his associate has to say.

     This kind of interaction should be avoided. Part of a manager's job is to let their associates know that they care. When conflict arises, they need to be able to take their associates' needs into consideration and find solutions that benefit both parties. According to this week's slides on nonverbal communication and influence, there are a few things they can do to improve their associate relations.

     Practicing nonverbal immediacy is the first step to becoming a good manager. This concept can include smiling, open body position, and eye gaze; it will let the associates know that their manager is interested in what they have to say. In slide 7, nonverbal immediacy has been noted to help managers motivate their employees. Their voices also make a difference in the way they are perceived. If they speak in a decisive manner and change up their tones, they are seen in a more positive light. Lastly, when gesturing during conflict resolution, they should keep their palms up to indicate that they are willing to cooperate with their associates.

     Following these suggestions would definitely improve workplace interactions. It would also relieve some of the stress a manager has to deal with because his/her associates would be more inclined to work with them instead of against them. Remember, a positive work environment is a productive one.

- Katie Hartley

Office Space. Dir. Mike Judge. 19 Feb. 1999. YouTube. Web. 20 Nov. 2014. <https://www.youtube.com/watch?v=uVD3KPUnKHk>.

Albada, Kelly. "Nonverbal Communication and Interpersonal Influence Powerpoint." NCSU COMM 322 Class. Raleigh, NC: North Carolina State University, 2014. Web. 20 Nov. 2014.

   

   

Good/Bad Customer Service

    

      
     For this week's post, I interviewed Kim Hartley, my mom, about a real life customer service experience that went wrong. She and my dad were going through the final processes of buying a car when they ran into problems. Their entire experience had been good up to this point. The sales associates were very nice and helpful, but what happened next shocked them both.

     They were talking with the financial manager who was trying to force them into purchasing additional items that they did not want. They told him numerous times they did not want the items, but he continued to pressure them into purchasing the items. What ensued was them going to an outside financial source, which turned out to be better for them in the long run.

     The next day, my mom called the manager of the dealership and explained how they had been treated the day before. She told him that they were going to go to an outside financial source and would be back to sign the paperwork. She also explained to him that she did not want to have to deal with the same guy whom they had dealt with the day before. He assured her that the paperwork would be ready and there would be no further problems.

     When she went to sign the papers, the manager himself came out to apologize to her in person. He handled the situation with a high level of professionalism that impressed her. Because of the way he handled the situation, they both felt satisfied with their purchase.

This situation illustrates both sides of customer service. The way a customer feels about the service they receive all depends on the associate. That is why it is so important for an associate to do what they can to help their customers.

-Katie Hartley

Waitress 101: Nonverbal Do's & Dont's

 

image

       Regardless of what anyone tells you, waiting tables is hard. It doesn't always take the brightest person to do the job, but trust me when I say not everyone can be a good waitress. Sure, there are the parts of being a waiter/waitress that everyone can see - writing down orders, running drinks, bringing checks, etc. Don't be fooled, however, because there's a whole part to this job that often goes unnoticed. 

       What is it? Controlling your nonverbal communication! 

       As with many other jobs, dealing with the public is hard. From personal experience, being a waitress really knows how to test your limits. Patience really is a virtue when you're spending hours waiting on people who you don't even know, but to whom you owe your undivided attention. When the going gets tough, it's tempting to throw your hands up in the air or give a little eye-roll to the customer who just asked that oh-so-ridiculous question. 

       But you can't! Kinesics are more convincing of one's true feelings than verbal communication. If you respond to that oh-so-ridiculous question with "of course, no problem", but give a smirk or have an unconvincing tone, the customer may think you're being sarcastic. Even if you don't really mean what you're saying, they will know what you really are thinking unless you control your facial expressions, voice, and gestures. 

 

image

       In addition, it's important to make the customer feel welcome. The restaurant environment can get extremely hectic, but the customer doesn't need to feel the effects of what's happening in the kitchen. The cooks messed up your order, the managers are screaming for servers to come run the food that's up in the window, and oops- you just spilled your drink - but no one needs to feel that pressure except for the staff.  So how do you do it? 

You smile. 

You control the pitch in your voice. 

You maintain a relaxed pace of speech. 

You make eye contact with the customers. 

You nod your head yes. (The customer is always right, you know) 

You give off positive emblems - a thumbs up, per say 

You don't bite your finger nails. 

You don't speak too quickly. 

You don't act antsy or impatient. 

You don't look at other tables while speaking to another. 

You don't have the look of concern. 

       So let's say it's not busy. Well, guess what - you still need to be aware of your nonverbals. Researchers have found that people who are engaging in a positive, enjoyable conversation are mimicking each other's actions. We're not talking about Simeon Says actions. We're talking about crossing and uncrossing legs, leaning forward and backward, and other similar gesture sequences. Matching behaviors often cause people to rate a conversation in a more positive light. We all know that better conversation = better tips. Cha-Ching. 

       Engage in the conversation and be happy! Remember that vision accounts for approximately 80% of sensory perception. People are watching you, and your actions matter. There are nearly 700,000 physical signs that can be produced by humans, so make sure you choose the right ones no matter what you're doing.

Albada, Kelly. "Module 6 Part I - Gestures Powerpoint." NCSU COMM 322 Class. Raleigh, NC: North Carolina State University, 2014. Web. 3 Nov. 2014.

To Sell Or Not To Sell?

   
     There is a fine line between being a good seller and being pushy. As a sales associate, you have to be able to cater to your customers' needs while maintaining proper boundaries. Watch the customers for verbal and nonverbal signs that display they may need help. It would not be a good idea to walk up and start telling customers what they need. You have to pay attention to your customer and let them tell you what they need. Behaviors that indicate a customer needs help are: staring at you (the most obvious), searching for products with an overwhelmed demeanor, and walking the same aisle more than once.

      Once you start interacting with the customer, there are a few things you should keep in mind. Pay attention to your nonverbal cues. Make sure you are relaxed, have good posture, and maintain respect for the customer's personal space.If you are relaxed, the customer will be more receptive to you.  Having good posture is also important because it shows the customer that you are paying attention. Slouching while you talk to someone makes you look bored, and it is disrespectful to the person with whom you are speaking. By far, maintaining personal space boundaries may be the most important aspect of selling. Standing too close will make a costumer uncomfortable, and they probably will not hear what you saying.

     It is so important to be ready with the proper knowledge of the products in your store. If the customer gets the impression that you do not know what you are talking about, they are going to get frustrated and walk away. With that, if you do not know about a certain product, find some one who does and can answer the customer's question. Customers are far more likely to buy something if they know you are doing everything you can to help them. Also, when you are suggesting other products for their projects, do it in a subtle way. The customer does not want to feel pressured into buying something they do not need or want.

     Finally, if a customer tells you they do not need help, just smile and walk away. Do not keep trying to generate a conversation because that will definitely make your customer angry.

     For more information go to: http://www.business.qld.gov.au/business/running/sales-customer-service/sales-skills/non-verbal-communication-skills

- Katie Hartley

   

"Non-verbal communication skills for selling." Business and Industry Portal. The State of Queensland, 22 May 2014. Web. 1 Nov. 2014.

Listen Up! How to show a customer you are listening.

     In this short video, body language expert Mark Bowden tells us how to send a clear signal with body language. This proves that you are listening when someone else is talking. One must first understand that in order to actually listen to someone, versus just hearing, you must receive AND comprehend the verbal and nonverbal message another person is sending. In this video, Mr. Bowden covers the nonverbal part. He breaks it down into four nonverbal cues:

     First and foremost is eye contact.  If you are interaticing with someone, you must make eye contact to make them feel like you are paying attention to them.
   
     Second, give the person a polite and genuine smile.  In order to create a genuine looking smile, also called a Duchenne smile, you need wrinkles at the side of your eyes.  Smiling is always a good way to greet someone and help them to feel at ease while interacting with you.  In a listening scenario, smiling helps create a pleasant air of openness.

     Third, tilt your head to the side a little bit.  This shows the other person your ear and helps to further reinforce your nonverbal message.

     Finally, nod your head a little bit while the other person is talking.  That gives them a cue that you are actively receiving their information.  I certainly would not want to talk to a stone-faced person.

     These tips for sending a strong nonverbal message of genuine listening have important implications in costomer service.  Ultimatlly, a customer service representative is there to listen to the customer’s needs and deliver or act on those needs. All the while, they are working to create a pleasant experience for the customer. A pleasant experience isn't possible without showing that you are paying attention! People won’t come back if they felt ignored and unimportant.

-Sam Freeze

Please comment below!

Effective Listening. 2012. Synergy Assist. synergyassist.com. Web. 28 Oct. 2014.

Presentation Skills for Leadership and Sales with Body Language Expert Mark Bowden. Dir. Mark Bowden. YouTube. Web. 28 Oct. 2014.

Associate/Customer Interaction - The Dos & Don'ts

       I was at work the other day and witnessed an example of an associate/customer interaction that did not end well.  A customer walked in while a few of my fellow employees and I were standing at the register.  I turned, smiled, and asked the lady if she needed any help. She responded and said she needed help from one of the other employees standing beside me.  She turned to him and sternly explained that she was there to pick something up. He looked a little confused and told her that she had not talked to him prior, and it was about this time that she turned and pointed to the other employee who had just walked away.  She yelled for him to stop, and he did so abruptly.  As he walked back toward us, she claimed that she had spoken with him just ten minutes ago, and he was supposed to have her items ready for her.  By this time, she was becoming very agitated. The associate looked a bit perplexed.  He politely proceeded to explain to her that she had not talked to him, but he would retrieve the merchandise from the shelf for her right away.  That was all it took to make her enraged.  She started yelling at him for not having it ready for her.  I could tell he was trying to stay calm, but her unwarranted rant started to get to him.  He then explained to her that his department was extremely busy, and her order was not the only one his department had to fill that day.  After that comment, she began to scream at him and demanded to speak with a manager.

       This situation illustrates the simple fact that interacting with customers is often challenging.  As an associate, it is crucial to maintain your composure at all times. Here are a few good tips:  

1) Always maintain eye contact! Customers get angry if they feel you are not listening.

2) Speak in tones and volumes that match the customer's - unless they are yelling at you of course. 

3) Observe the way they communicate with you in order to help you effectively communicate with them. 

4) Make sure you pay close attention to what exactly you are saying to the customer.  Your choice of words can make all the difference.  

Hopefully by following these helpful hints you can steer clear of unpleasant customer/employee situations - for your benefit and theirs. 

Check out this article for more info on effectively communicating with the people we serve everyday!

- Katie Hartley and Sam Freeze

Van Hook, Steven R. Verbal and Nonverbal Communication. The Saylor Foundation, Saylor Academy. Web. 26 Oct. 2014.

Welcome!

Welcome to our blog!

This blog is written by students from NC State's Fall 2014 Nonverbal Communication Class taught by Dr. Kelly Albada.  Our interest is in the role nonverbal communication plays in the realm of customer service.

Customer service is a crucial part of any organization and understanding how to interpret nonverbal cues from customers as well as understanding what nonverbal information you are transmitting is very important to having a successful customer interaction.  Our blog is organized chronologically by date posted starting with the newest posts first.  Please join us as we explore nonverbal communication's role in customer service and share information that can help you to become a more effective communicator.  Feel free to share our blog and comment!