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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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16Facts for Face-to-Face

“I solemnly promise and declare that for every customer that comes within ten feet of me, I will smile, look them in the eye and greet them, so help me Sam.”

—Employee pledge, Wal-Mart stores

The words we speak, hear, or read are only a small part of the way we communicate with one another. Experts suggest that in face-to-face situations, at least 70 percent of what is communicated is done without speaking a word. This is called nonverbal communication.

What is nonverbal communication? It’s everything we don’t say—our body language, how we act and react, and what we show to others when we are with them. There are nine basic dimensions of nonverbal communication. Knock Your Socks Off Service professionals are keenly aware ...

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