Körpersprache
Mystery
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Look through the eyes of your customer
Today's customer wants to be courted. Keywords such as "Customer Experience" and "Emotional Customer Journey" are often used in this context... The customer shall and wants to experience something and evaluate it as positively as possible. Since emotional experiences arise through perception and thinking, the effectiveness of your employees plays a central role. They can have the greatest offer in the world. If one of your employees leaves a negative impression - the whole offer will be affected. And all that without having to change any words!
With a hidden camera, we film employees in their daily work with the team or in dealing with customers/guests and then show them afterwards how they can increase their effectiveness competence and thus also their "customer experience".
PERCEIVE.
BEHAVE.
INFLUENCE.
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Non-verbal behaviour influences perception
Mimics and gestures, body posture and movement, but also speech, certain words or idioms create images in the mind of your counterpart. These then trigger feelings such as joy, fear, curiosity or anger.
These feelings generate desire or dislike, agreement or rejection and thus lead to positive or negative evaluations. Despite a positive intention, much of what we say reaches others in a completely different way.
Speech, facial expression or a small gesture can be enough to make what has been said work differently.
Are you or your employees aware of
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which moods they create in others?
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how they influence others in conversation situations?
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what others think and feel?
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that they even manipulate themselves by what they say?
In a coaching session I show you
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how you affect others
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what images and feelings you create
Together, we will throw ineffective communication overboard and increase your effectiveness.
Let you surprise what you or your employees communicate non-verbally and how it appeals to customers.