You may be familiar with the expression, "a picture is worth a thousand words." If an employee's words send one message while their non-verbal communication sends a different one, the customer will place much more weight on non-verbal. The following are types of non-verbal communication:

• Posture
• Gestures
• Facial expressions
• Eye Contact
• Body movement
• Appearance
• Tone and inflection of voice

For example, a customer requests assistance and an employee responds, "Welcome and how may I help you?" However, if at the same time, this employee has a frown and a harsh tone, despite the words, the customer may not believe this is sincere and become upset.

Describe a customer service scenario where the non-verbal communication of an employee can leave either a positive or a negative impression on a customer, and explain why it is so important for employees to be aware of the non-verbal cues they exhibit.

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