In Customer Engagement, the purpose of your succinct message should always be to create a response from the listeners. This is where your verbal and nonverbal communication must go hand-in-hand.
Though a message originates from the Spoken Words it travels through your voice tone and further makes a long lasting impact through your body language. Hence its of utmost importance that your spoken words must be supplemented well by the voice tone and the body language.
Dr. Albert Mehrabian’s 7-38-55% Rule
This communication rule was developed by Dr. Albert Mehrabian at the University of California and was explained in his book Silent Messages.
This rule may not be applicable for every case, such as in the event of mass communications this may not have the significance. I see huge value when we get into the engagement with a limited set of meetings such as customer calls.
He has simplified this magic proportion of communication - when conveying a message: 7% of meaning is conveyed through Spoken Words, 38% through Voice Tone and the remaining 55% through body language.
Keeping spoken words inline with the exact message to be conveyed and further articulated impactfuly through the body language (non-verbal) is crucial for conveying a message with no scope for misinterpretation.
I always consider CSMs have the liberty of knowing their Elite Customers in person hence non-verbal communication has larger significance as compared to verbal communication.