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BA 212 Customer Service Essentials
Week 5 - Nonverbal Communication Skills
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BA 212 Customer Service Essentials: Week 5 - Nonverbal Communication Skills
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Weekly Readings and Activities
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Week 1 - Introduction to Customer Service
Week 2 - Service Culture & Strategies
Week 3 - Customer Journey & Touch Points
Week 4 - Verbal Communication Skills
Week 5 - Nonverbal Communication Skills
Week 6 - Listening & Critical Skills
Week 7 - Customer Service & Behavior
Week 8 - Service Breakdowns and Recovery
Week 9 - Customer Service via Technology & Engaging Customer Loyalty
Week 10 - Customer Service Leadership
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Week 1 - Introduction to Customer Service
Week 2 - Service Culture & Strategies
Week 3 - Customer Journey & Touch Points
Week 4 - Verbal Communication Skills
Week 5 - Nonverbal Communication Skills
Week 6 - Listening & Critical Skills
Week 7 - Customer Service & Behavior
Week 8 - Influences on Customer Service
Week 9 - Breakdowns & Recovery
Week 10 - Customer Service Via Technology
Week 11 - Customer Centricity & Satisfaction
Week 12 - Leadership & Evaluation
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Customer Service Essentials - Week 5: Required Readings
Customer service: Skills for success
by
Lucas, R
Chapter 4: Nonverbal Communication Skills (153-186)
Suggested Readings
Customer service training 101
by
Evenson, R.
Chapter 2 - Effective Communication
12 tips to improve your body language in customer service
by
Indeed Editorial Team
From Indeed
13 body language tips that can make or break your customer service
by
Fontanella, C.
From HubSpot
Body gestures in the workplace
by
Zellman, M.
From Chron
Required Videos
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Kyle Williams
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Week 4 - Verbal Communication Skills
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Week 6 - Listening & Critical Skills >>