Studies show that only 7% of communications comes from the words you use – 38% comes from your tone of voice and 55% comes from your body language and face. 

So when you’re dealing with a customer, what you say is less important than how you say it. 

If you say “I care” with your words but “I don’t care” with your body language, your negative body language will overwhelm your positive words.

Verbal communication represents only 7% of the overall communication mix. That’s why you need to place greater emphasis on the non-verbal component, which represents 93%.