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Body language is an important factor in customer care. It should reinforce the spoken word. When it is contradictory, the patients or visitors may well believe that body language and not what is being said.
Criticising or providing feedback
When you provide feedback over an email or a phone call, the receiver may have a completely different perception about its relevance. This effect is amplified when you are not communicating face-to-face. The reader or listener may think you are cold and indifferent and that is why you avoided meeting them in person to discuss the issue. A face-to-face meeting gives you the opportunity to put your point across, while being sensitive and diplomatic at the same time...
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