Customer Service Solutions

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Beyond Words Customer Service
Learning and Applying the Importance of Body Language and Tone of Voice

Studies have shown that 93% of what others perceive about us in face-to-face conversations is based on how we come across with our body language or tone of voice. In telephone conversations, 86% of what people perceive about us is based on our tone of voice. That's not to say that our words are irrelevant. But it does say that - until others really get to know us - they judge us by our body language and tone of voice.

CSS provides training to organizations who want to make sure they're portraying the right image, a professional and positive image through communications, even beyond the words we're saying. Through CSS' Beyond Words Customer Service Training Program, participants receive:

An understanding of the impact of Body Language
- Discussing how much impact that an employee's body language and expressions have on how others perceive us
- Reviewing how to convey positive characteristics with body language and expressions with:
  - Use of Eye Contact.
  - Facial Expressions (eyes v. mouth).
  - Movement of Arms and Hands; gestures.
  - Direction You're Facing.
  - Posture, Body Structure, Position of Arms, and Body Lean
- Role-playing on good/bad impressions made using body language
A knowledge of the importance of being self-aware of your Tone of Voice
- Discussing how much impact that an employee's tone of voice has on how others perceive us
- Reviewing how to convey positive characteristics with tone of voice by:
  - Adjusting Your Voice Level or Loudness.
  - Having Variability in General.
  - Appropriately Modifying Your Speed/Cadence.
  - Using Variability to Emphasize a Point.
- Role-playing on good/bad impressions made using tone of voice

Staff will be more aware of how they come across to others, better equipped to "read" the non-verbal communications from others, and more able to portray professional and positive images with their body language and tone of voice.

Key Services
> Mystery Shopping
> Service Excellence Training
> Satisfaction Surveying
> Client Exit Interviewing
> Fast-Track Culture Assessments

Key Industries
> Government
> Education
> Sports
> Healthcare
> Banking/Other Key Industries
> Customer Service News by Industry

Your Needs
> Retain Clients
> Predict Which Customers May Leave
> Nurture Client Relationships
> Increase Revenue
> Measure Customer Satisfaction
> Change Corporate Culture
> Improve Employee Morale
> Improve Consistency of Service
> Build Customer Service Foundation
> Improve Service Productivity

CSS In the Press
> CSS in the Media
> CSS Press Releases
> CSS Article Archives
> National Customer Service News