I once heard from an experience from a guest that I was talking to where they pointed out a 'flaw' that they had seen in another establishment where the staff wouldn't be actually listening or really paying attention to what they were saying. They would be laughing with him but it was clear that the staff was pretending to laugh and in truth they were dead-serious and not caring at all. This happened during COVID times so everybody at the time were wearing masks, so it wasn't actually possible to see his mouth and facial expressions due to the masks. When I asked him about how he knew, he told me that their eyes gave it up. After he said that I started noticing peoples reactions and even my own reaction more times and it is so true! When we are genuinely concerned and engaged with somebody, you can clearly see it in the peoples eyes that they are paying attention and when they genuinely smile, you can see it that they will 'smile' with their eyes as well. It was such a big game changer to see who's actually wants to talk and hear you at that time.
Yes, I once thought that verbal communication was the best, but after watching this video, I now understand that visual and body language are harder to lie about. They reveal the truth since they are involuntary and convey messages directly from our brain.
For me vocal and verbal is the most important, i remember once I was applying for a job and i felt insecure about to get the job, when i show up to the interview i was nervous and shy, in that moment they told me there were not looking for new people in the place, one year after i show up again more confident and showing my verbal skills and they gave me the job in my country, i felt so happy and very excited to start 🎉
When I first arrived in this country, I struggled to communicate effectively in English. Therefore, at that time, when I entered a store, I immediately felt welcomed and valued by the warm smiles, eye contact, and thoughtful body language of the wait staff. Tone of voice and manner of speaking are important, but before verbal communication, the first thing people notice is how you present yourself visually. I believe that even if there is a language barrier, these nonverbal cues are crucial to making a strong first impression in customer service.
I totally agree with you! At first when I came to Canada I was very skeptical and not confident with my English skills as well, but the way that I was greeted by in one of my first daily interactions was very thoughtful. They welcomed me super well with smiles eye contact, and lots of body language.
Love the way you explained the 3 Vs of communication! The verbal aspect, which focuses on the words we choose, is important for clear messaging, but it's the vocal-tone, pitch, and emphasis-that adds emotion and sincerity to what we say. Finally, the visual cues, like body language and facial expressions, really complete the message and show the customer that we're engaged and attentive. It's so true that these elements need to work together to create a positive experience, especially in customer service where how you say something can matter more than the words themselves!
You are right, every element is important and it is what gives a good customer experience as they must feel that they are important to the company and that it seeks to satisfy their needs.
I think visual had the biggest impact in the communication. The first thing I pay attention to in customer service is the visual in my experience because guests make eye contact with the wait staff and look at their facial expressions before engaging in conversation and interaction. The impact of a first impression is very significant in effective communication. When I worked at restaurant in my country, I tried to be careful about visual.
At first I thought voice is the most important because I believed that it was all about the way you say things and in this matter, your tone of voice help you convey a message. I thought sounding excited, disappointed, happy, etc were enough but I was wrong and realized that you've got a point. Visual is the first thing you see-- therefore people will easily see your body language; your gestures, posture, your uniform, and the like will be the first one to be noticed. I recently went to a Booster Juice in Whitby and the person serving the customers had her airpods on talking to someone over the phone, has a bad posture while making the drinks which kind of frustrated me not only because it slows down the service overall, but also because I also work in the customer service industry and I know for a fact that this behaviour is unacceptable.
I often thought that been more vocal form the most important element of communication not until i was made to understand that the visual aspect form the most. Larger part in the communication components however it is important to know that the whole three components fforms an important aspect in our communication skills consider consider them accordingly
I work in a restaurant so customer service is of crucial importance, I always try to have an assertive communication, using the three vs. where the customer feels listened to, where they feel I understand their feelings and always making eye contact. Sometimes clients are very upset about mistakes that I didn't make but they don't want to hear that, so I try to let them know that they are important and give them the best solution.
I like that you are using the 3 Vs where the customer feels listened to, where they feel I understand their feeling and always making eye contact. These are important for customer service!
In the situation I experienced, the visual aspect had the most significant impact. Visual cues, such as body language, facial expressions, and the overall setting, provided much information beyond what was communicated verbally or vocally ☺
The strongest impact in the recent dining experience was due to Visual communication. All his attentive body language, friendly smile, and professional outlook set a positive tone and made us feel welcome at the outset. Clear and efficient was the Verbal communication, and warm was the Vocal tone, but here, in visual cues, the hospitality was real and thus memorable. All three V's combined to make a good customer service interaction.
For sure! I believe that professional appearance/outlook is also one of the things we don't usually believe is important but it is. Along with the 3 Vs, the customers and guests will surely feel they are being taken care of.
I agree that visual communication had a huge impact. In my experience, friendly smiles and attentive body language make a big difference in feeling welcome. While verbal and vocal elements are important, visual cues often make the strongest impression.
What I learned is that in the Hospitality industry, Visual elements such as body language, eye contact and facial expressions give a heavier impact compared to the Verbal and Vocal elements of communication. However to give the complete customer service experience we need to posses the 3Vs since we can't be efficient without one element.
agree, the Visual attributes like body language and facial expressions play a major role in hospitality; for a complete customer service experience, all three V's are important 3V's Each attribute supports the others to ensure effective and engaging communication with customers.
I had an experience where I was the costumer, in this situation the verbal and visual aspect had the biggest impact, in this situation I was in a restaurant with my family and the waitress only answered with yes, or no, she did not give us more details about the menu and the options they had to offer us, the tone of voice, the way she spoke was a bit rude, and she looked angry,. We could tell that she was not happy doing her job, her facial expressions were obvious so we requested a change of waiter, this made us have a bad experience in that restaurant at least with the waitress.
It sounds like the lack of engagement in both the verbal and visual aspects really affected your experience. When the words are minimal and the body language is negative, it can completely change the atmosphere, especially in a hospitality setting where the customer should feel welcomed and cared for.
I once heard from an experience from a guest that I was talking to where they pointed out a 'flaw' that they had seen in another establishment where the staff wouldn't be actually listening or really paying attention to what they were saying. They would be laughing with him but it was clear that the staff was pretending to laugh and in truth they were dead-serious and not caring at all.
This happened during COVID times so everybody at the time were wearing masks, so it wasn't actually possible to see his mouth and facial expressions due to the masks. When I asked him about how he knew, he told me that their eyes gave it up. After he said that I started noticing peoples reactions and even my own reaction more times and it is so true! When we are genuinely concerned and engaged with somebody, you can clearly see it in the peoples eyes that they are paying attention and when they genuinely smile, you can see it that they will 'smile' with their eyes as well. It was such a big game changer to see who's actually wants to talk and hear you at that time.
Yes, I once thought that verbal communication was the best, but after watching this video, I now understand that visual and body language are harder to lie about. They reveal the truth since they are involuntary and convey messages directly from our brain.
For me vocal and verbal is the most important, i remember once I was applying for a job and i felt insecure about to get the job, when i show up to the interview i was nervous and shy, in that moment they told me there were not looking for new people in the place, one year after i show up again more confident and showing my verbal skills and they gave me the job in my country, i felt so happy and very excited to start 🎉
When I first arrived in this country, I struggled to communicate effectively in English. Therefore, at that time, when I entered a store, I immediately felt welcomed and valued by the warm smiles, eye contact, and thoughtful body language of the wait staff. Tone of voice and manner of speaking are important, but before verbal communication, the first thing people notice is how you present yourself visually. I believe that even if there is a language barrier, these nonverbal cues are crucial to making a strong first impression in customer service.
I totally agree with you! At first when I came to Canada I was very skeptical and not confident with my English skills as well, but the way that I was greeted by in one of my first daily interactions was very thoughtful. They welcomed me super well with smiles eye contact, and lots of body language.
Love the way you explained the 3 Vs of communication! The verbal aspect, which focuses on the words we choose, is important for clear messaging, but it's the vocal-tone, pitch, and emphasis-that adds emotion and sincerity to what we say. Finally, the visual cues, like body language and facial expressions, really complete the message and show the customer that we're engaged and attentive. It's so true that these elements need to work together to create a positive experience, especially in customer service where how you say something can matter more than the words themselves!
You are right, every element is important and it is what gives a good customer experience as they must feel that they are important to the company and that it seeks to satisfy their needs.
I think visual had the biggest impact in the communication. The first thing I pay attention to in customer service is the visual in my experience because guests make eye contact with the wait staff and look at their facial expressions before engaging in conversation and interaction. The impact of a first impression is very significant in effective communication. When I worked at restaurant in my country, I tried to be careful about visual.
At first I thought voice is the most important because I believed that it was all about the way you say things and in this matter, your tone of voice help you convey a message. I thought sounding excited, disappointed, happy, etc were enough but I was wrong and realized that you've got a point. Visual is the first thing you see-- therefore people will easily see your body language; your gestures, posture, your uniform, and the like will be the first one to be noticed.
I recently went to a Booster Juice in Whitby and the person serving the customers had her airpods on talking to someone over the phone, has a bad posture while making the drinks which kind of frustrated me not only because it slows down the service overall, but also because I also work in the customer service industry and I know for a fact that this behaviour is unacceptable.
I often thought that been more vocal form the most important element of communication not until i was made to understand that the visual aspect form the most. Larger part in the communication components however it is important to know that the whole three components fforms an important aspect in our communication skills consider consider them accordingly
I work in a restaurant so customer service is of crucial importance, I always try to have an assertive communication, using the three vs. where the customer feels listened to, where they feel I understand their feelings and always making eye contact. Sometimes clients are very upset about mistakes that I didn't make but they don't want to hear that, so I try to let them know that they are important and give them the best solution.
I like that you are using the 3 Vs where the customer feels listened to, where they feel I understand their feeling and always making eye contact. These are important for customer service!
In the situation I experienced, the visual aspect had the most significant impact. Visual cues, such as body language, facial expressions, and the overall setting, provided much information beyond what was communicated verbally or vocally ☺
Agree with you, visual is the FIRST thing that goes into your personal skill and how people persuade you.
The strongest impact in the recent dining experience was due to Visual communication. All his attentive body language, friendly smile, and professional outlook set a positive tone and made us feel welcome at the outset. Clear and efficient was the Verbal communication, and warm was the Vocal tone, but here, in visual cues, the hospitality was real and thus memorable. All three V's combined to make a good customer service interaction.
For sure! I believe that professional appearance/outlook is also one of the things we don't usually believe is important but it is. Along with the 3 Vs, the customers and guests will surely feel they are being taken care of.
I agree that visual communication had a huge impact. In my experience, friendly smiles and attentive body language make a big difference in feeling welcome. While verbal and vocal elements are important, visual cues often make the strongest impression.
What I learned is that in the Hospitality industry, Visual elements such as body language, eye contact and facial expressions give a heavier impact compared to the Verbal and Vocal elements of communication. However to give the complete customer service experience we need to posses the 3Vs since we can't be efficient without one element.
I agree with you, and that's why 3Vs are essential.
agree, the Visual attributes like body language and facial expressions play a major role in hospitality; for a complete customer service experience, all three V's are important 3V's Each attribute supports the others to ensure effective and engaging communication with customers.
I had an experience where I was the costumer, in this situation the verbal and visual aspect had the biggest impact, in this situation I was in a restaurant with my family and the waitress only answered with yes, or no, she did not give us more details about the menu and the options they had to offer us, the tone of voice, the way she spoke was a bit rude, and she looked angry,. We could tell that she was not happy doing her job, her facial expressions were obvious so we requested a change of waiter, this made us have a bad experience in that restaurant at least with the waitress.
It sounds like the lack of engagement in both the verbal and visual aspects really affected your experience. When the words are minimal and the body language is negative, it can completely change the atmosphere, especially in a hospitality setting where the customer should feel welcomed and cared for.