Verbal and Nonverbal Communication

Abstract

All the tools and efforts of the customer service worker (CSW) come down to how effectively we communicate with the customers we serve, both verbally and nonverbally. With verbal communication, we can make our meaning understood through syntax (word order and phrasing) and semantics (word choice and meaning). Are we being clear with our word choice? Are we speaking at a proper pace and volume? Does our voice sound friendly and calm?