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1. According to Julis Fast, various postures, movements, and gestures might be sent as nonverbal cues (Lucas, 2015).
2. A fact related to the power of nonverbal messages that accompany spoken messages is to remember that there is considerable room for misinterpretation of the cues used by different people (Lucas, 2015). pg 147
1. What are the four forms of body language discussed in the text and why are they important in customer service? Eye contact, facial expressions, posture, and gestures are four forms of body language (Lucas, 2015). Body language is important in customer service because it helps communicate more effectively.
2. Five vocal cues that can send unintentional nonverbal messages to your customers are pitch, volume, rate, quality, and articulation (Lucas, 2015).
3. The way you look sends a message of either…show more content… Four spatial distances are intimate, personal, social and work, and public (Lucas, 2015). They impact your ability to effectively serve your customers by letting you know boundaries to keep from making customers or co-workers uncomfortable.
5. Environmental cues such as a dirty or disorganized workspace can be perceived as having an unenthusiastic work ethic (Lucas, 2015).
6. Miscellaneous cues can affect customers perception or feelings about employees or the organization (Lucas, 2015). Some miscellaneous cues are personal habits, time allocation and attention, follow-through, and proper etiquette and manners. pg 151
1. Awareness of the varying cultures in a service environment will help you not inadvertently violate someone's personal space or cause offense (Lucas, 2015). pg 154
1. Negative nonverbal behaviors could send a negative or annoying message to customers (Lucas, 2015). Unprofessional handshake, fidgeting, pointing a finger or other object, raising an eyebrow, peering over the top of eyeglasses, crossing arm or putting a hand on hips, and holding hands near the mouth are examples of negative nonverbal behaviors.
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