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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
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One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
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Verbal, Nonverbal and Paraverbal Communication



What's the next common myth about communication - verbal and nonverbal communication?

Sadly, many communication trainers don't really have a good grasp of how communication works, beyond the superficial. This gives rise to a number of communication myths being repeated. The second most common myth about communication is that there are only two important channels for communication -- verbal, and nonverbal.

This is actually incorrect and misleading. There are actually three. Verbal refers to the words we use, and you are no doubt familiar with that. Nonverbal communication refers to the physical things we do that send messages to others (examples include our posture, stance, the way we move, rolling of eyes and so on). You are probably familiar with that also.

The third channel is paraverbal. Paraverbal refers to tone, cadence, volume, and rate of speech, and those are distinct and separate from the nonverbal channel.

The reason this is important is that the three channels can send conflicting messages from each other since they convey information independently of the others. So, you can "sound angry" (paraverbal), but have nonverbals that send the message that you are happy, and use words that may appear to be angry or happy.

When the three channels are sending different messages, the person listening gets confused, and your point can be lost.

 

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Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.

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