What are the two types of communication emphasized in working with customers?

The emphasis on verbal and non-verbal communication when working with customers highlights the importance of both spoken language and non-verbal cues in effectively conveying messages and fostering understanding. Verbal communication includes the words used and how they are articulated, which directly impacts how clear and engaging the interaction is. It allows for immediate feedback and clarification, making it essential for resolving issues or addressing customer needs.

Non-verbal communication encompasses facial expressions, body language, gestures, and tone of voice. These elements can significantly influence the customer's perception of the interaction and can enhance or undermine the verbal message. For instance, a friendly tone of voice combined with open body language can create a welcoming atmosphere, encouraging customers to share their thoughts or concerns.

Together, effective verbal and non-verbal communication strategies can lead to more productive customer interactions, as they allow for a complete exchange of feelings and ideas, building trust and rapport with customers.