Customer Service Chapter 4 Review

Refers to the outcome of people from various countries or backgrounds coming into contact with one another...

The change in tone of the voice as one speaks; adds vocal variety and punctuation to verbal messages

Consists of voice qualities (eg. pitch, rate, tone or other vocal qualities) or noises and vocalizations...

Any aspect of the workplace with which a customer comes into contact. Such things as the general appearance of an area..

The change in tone of the voice as one speaks. This quality is also called pitch and adds vocal variety and punctuation

Nonverbal characteristics exhibited by service providers that can send a variety of messages from professional/negative

Research based use of color to send nonverbal messages through advertisements and other elements of the organization

The healthy maintenance of the body

Groupings of non verbal behaviors that indicate a possible negative intent eg. crossed arms, closed body posturing...

Refers to factors used to send messages that impact a customer's perception or feelings about a service provider...

Refers to the manner in which messages are delivered

The process of clarifying a nonverbal cue that was received by stating what behavior was observed...

Term used to refer to communication between genders

Noises that can interfere with messages being effectively communicated between two people

A verbal technique of delaying response in order to allow time to process information received...

Includes the acceptable rules, manners and ceremonies for an organization, profession or society

Communication via the movements or attitudes of the body

Consist of such things as movements, gestures, body positions, vocal qualities,and a variety of unspoken signals...