Some may not realize it initially, but verbal communication is comprehended in so many more ways than just words alone. An interesting rule from Albert Mehrabian states, when it comes to face-to-face interaction, verbal communication is comprehended:

7% from the words that are actually spoken — 38% in how the words are spoken (tone of voice) –55% is from one’s facials expressions and body language.

Essentially, so much more goes into communicating and getting a message across that just the literal words coming out of your mouth. Being aware of the different ways you communicate is essential to successful customer service.

Let’s take a closer look at the last two percentages of tone and body language—specifically in a customer service setting.

You non-verbally communicate through:

Body Language

  • Eye contact: Giving the customer consistent eye contact while communicating indicates you are engaged in the conversation.  Not looking at them (i.e: staring at the wall, your hands or computer screen) shows that you aren’t actively listening (even if you are) and often comes off as rude and can be frustrating for the customer.
  • Posture: If you are slouching or leaning against a wall while communicating with customers it shows laziness or a lack in care – essentially that you don’t want to be there or serve the customer.
  • Facial expressions: When speaking and listening it is important to be conscious of your facial expressions and how they can enhance or take away from what you’re saying.  Staring blankly or coolly at a customer can come off as negative or rude – all in all, it is very important to be mindful of what your face communicates.  Of course, smiling is always a guaranteed positive expression.
  • Gestures: Solidify what you want to say with hand gestures.  This helps emphasize certain points to your customers who might be more visual learners (i.e.: pointing where to sign on a form along with your verbalization). Also, nodding when engaged in a conversation is a gesture that shows you are listening or understanding what the customer is saying.

 Vocal Cues (Tone)

The tone in your voice alone can change a message’s meaning completely.  You can say the same sentence with 20 different tones.

  • Pitch: A higher pitch in your voice with customer’s sounds more pleasant and essentially is more inviting. Usually this pitch comes naturally when you smile.
  • Volume: It is important to be aware of your volume. Speaking too softly can be frustrating and makes it hard for a person to hear or comprehend what you’re communicating. Speaking at a higher volume may come across as yelling and/or talking down to your customer.  Be sure to find a happy medium.
  • Articulation: Make sure you properly pronounce and articulate the words you say.  Mumbling not only makes it hard for the customer to understand you but also implies non-verbally that you don’t care about answering the question and essentially serving them.
  • Pauses: When you are involved in a conversation, pauses indicate non-verbally that you are thinking about/digesting what was said and/or formulating a response.  Use pauses appropriately throughout a conversation.
  • Silence: Silence truly speaks volumes.  It is good to be silent when listening to a customer to show them respect, but when someone asks you a question or for guidance, silence can be perceived as being ignored and essentially comes off as rude.

General Appearance

  • Hygiene: Your upkeep of your hygiene (grooming, hair, etc) is recommended when interacting with customers.  If you are clean and “put together” it non-verbally communicates a sense of professionalism and an overall good and inviting impression to your customer.
  • Dress code: Abiding by a company dress code or uniform not only brands your company professionally, but communicates a sense of unity – indicating you are a “team” just by your clothing alone.

All in all, to avoid any negative feedback or unhappy experiences, it is important to be mindful of all the ways you communicate non-verbally when engaged in conversation with your clients/customers.

For more information on our customer service training, contact us by telephone at +1 973 998 8008 i[email protected]

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

facebook marketing partner
google partner
shopify logo
hubspot partner program

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.


We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.


We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.


Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.


Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.


We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.


We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.


Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.


Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.


By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.


If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014