Verbal and Nonverbal Cues

Quick reference

• 00:04 In this video,
• 00:05 we're gonna continue looking at how to understand your customers, okay.
• 00:10 This next piece is so important.
• 00:13 It's verbal and non verbal cues.
• 00:17 Verbal and non verbal cues.
• 00:18 So what does that mean?
• 00:19 So verbal cues, what are some things that people might say under their breath?
• 00:25 If you're trying to bring them down from being upset and
• 00:29 you're trying to provide a remedy, and you're telling them about the remedy.
• 00:33 And they're like or, great.
• 00:39 That's a verbal cue, right?
• 00:41 And, so many times, we just wanna get the customers in and
• 00:44 out, or we're restricted with what we can do to serve them.
• 00:50 We just gloss over that, right?
• 00:53 Some of you don't do that, some of you do, and,
• 00:55 some of us, it just happens naturally.
• 00:58 Okay, so we don't wanna gloss over that and
• 01:00 we're gonna give you some tools on how to address those.
• 01:04 And what about a non-verbal cue?
• 01:06 Maybe you're explaining a remedy to an upset customer and they're just like this.
• 01:12 Non-verbal cues, right?
• 01:17 So you have to be able to pick up on that.
• 01:19 And the same thing when you're doing a good job.
• 01:22 If your remedy is helping, they'll be nodding their head.
• 01:25 Maybe they'll be smiling.
• 01:27 Those are some non-verbal cues or some verbal cues would be awesome.
• 01:33 That's great, that's exactly what I'm looking for.
• 01:36 Those tell you you're on the right track.
• 01:39 So listen and acknowledge the vocal tone,
• 01:43 the vocal volume, sign, and the word choice.
• 01:47 Cuz here's the numbers, 96% of your unhappy customers,
• 01:52 won't tell you they're unhappy.
• 01:55 91% of them just won't come back.
• 01:59 That's big.
• 02:00 How is that affecting your client?
• 02:02 So think about all the clients that are upset.
• 02:05 96% of your unhappy customers won't even tell you they're unhappy.
• 02:09 And 91% just won't come back.
• 02:13 So, next you have to notice and respond to those nonverbal cues.
• 02:18 So the body language, frowning, shallow breathing, right?
• 02:24 You can't just gloss over those things.
• 02:27 You have to address it.
• 02:29 And number three, look for the meaning behind the words and
• 02:33 respond appropriately, okay?
• 02:36 So, I'll give you an example.
• 02:37 I travel quite a bit and I'm part of a rewards program for
• 02:41 a particular hotel and they are awesome customer service.
• 02:46 That's why I am in their reward program, because I really enjoy it.
• 02:49 But not too long ago, I was, gosh I think I was in the Atlanta area or somewhere.
• 02:56 And I walk in, and the person looked at me, and
• 03:01 it was like I was just intruding on their parade, right?
• 03:04 This was the person behind the counter, they looked at me, and
• 03:07 gave me one of these.
• 03:09 Her nonverbal cue, right?
• 03:12 Didn't even make eye contact, ask me my name.
• 03:15 I said, yes, I'm David Brownlee, I'm here to check in.
• 03:19 And, all of a sudden, she starts going through the rigmarole.
• 03:23 Thank you for being a platinum member.
• 03:27 We know you have a lot of choices and
• 03:30 you get a free thing from our market and this is how, that was my response.
• 03:35 So she was saying the right words, but that verbal queue and
• 03:40 that non verbal queue, how did that make me feel?
• 03:43 Not like a platinum member, I'll tell you that.
• 03:47 And then she found out who I was, and I'm an international customer service speaker,
• 03:51 and then she pepped up a little bit.
• 03:53 But boy, that's not such a great way to do it, okay?
• 03:57 So let's review, so you have to listen and acknowledge the vocal tone.
• 04:04 If you can tell that somebody is still upset,
• 04:07 address it and you can ask them a question.
• 04:10 And we're gonna talk about this more as well, but
• 04:12 you can ask them a question like, is that an excellent remedy for it?
• 04:17 Or if I could do this for you, would that help you?
• 04:20 Would that make you feel better or would that make you happy?
• 04:24 So you have to address it and that's okay.
• 04:26 It might take a little more work on your end.
• 04:27 You might have to get a little more creative.
• 04:29 It might take a little more time, but it's worth it.
• 04:32 Because your customer's not always right, but they always leave happy.
• 04:35 And we're gonna talk about that, okay?
• 04:38 Because 96% of your unhappy customers won't tell you they're unhappy.
• 04:43 And 91% of them just won't come back.
• 04:46 So you have to notice and respond to non-verbal cues,
• 04:49 the body language, the frowning, shallow breathing.
• 04:53 And look for the meaning behind the words that they're using and
• 04:56 respond appropriately.
• 04:58 Does that make sense?
• 05:00 All right, you guys got this.
• 05:01 We're gonna see you in the next video and we're gonna continue on.

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