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Human beings have many different forms of communication. Believe it or not we are always talking to each other whether we are using our vocal chords or not. In the customer service industry it is important to realize the subtle fact that even though we may be saying one thing with our words we might be saying something entirely different with our bodies. Body language is one of the most important factors in people skills and learning to manipulate your own body language will drastically improve your customer service skills.
Body language is immensely important when you're talking about dealing with customers. It is the first thing they will pick up and they won't even be consciously aware of it. If you want to improve your customer service interactions make sure that you smile broadly. Ear to ear smiles showing all of those pearly white teeth will make your customer feel welcome and appreciated and more importantly: they will think you love helping them.
Don't slouch, make sure you always stand up straight. People, especially customers, hate laziness. Customers don't want to see some lazy bum working behind the counter, they want to see a professional looking expert there who will service their every whim. That's what we need to give them an impression of (whether we actually are that kind of person or not) so that they will walk away satisfied. Your posture is like short hand to your attitude. A straight back will show that you are ready to assist in any way that you can.
Stop looking down at your toes because there is nothing to see there but lost sales revenue. Keep your chin up if you want to help your customers and make them feel like you know what you're doing. Shy people are only shy because they don't know what they are all about. Don't be shy, keep your chin up and use your body language to tell your customers that you know exactly how to fix their problem and then tell them how you're going to fix it.
Your hands are a very important part of your body language. What you do with your hands can sometimes tell the customer more about your attitude than what you say with your words. When you are assisting a customer with something always try to have an open hand. Don't point at them or away from them with an extended finger, don't give them a middle finger, just make sure to keep your palms open and your fingers together. It's calming and professional to do it that way.
If you start making only a few of these changes in your body language today you will quickly find that your customer interactions will drastically improve and your bosses will love you for it. Body language is simple and instinctual but it can be controlled just enough to add that little bit of extra personality.
Body language is immensely important when you're talking about dealing with customers. It is the first thing they will pick up and they won't even be consciously aware of it. If you want to improve your customer service interactions make sure that you smile broadly. Ear to ear smiles showing all of those pearly white teeth will make your customer feel welcome and appreciated and more importantly: they will think you love helping them.
Don't slouch, make sure you always stand up straight. People, especially customers, hate laziness. Customers don't want to see some lazy bum working behind the counter, they want to see a professional looking expert there who will service their every whim. That's what we need to give them an impression of (whether we actually are that kind of person or not) so that they will walk away satisfied. Your posture is like short hand to your attitude. A straight back will show that you are ready to assist in any way that you can.
Stop looking down at your toes because there is nothing to see there but lost sales revenue. Keep your chin up if you want to help your customers and make them feel like you know what you're doing. Shy people are only shy because they don't know what they are all about. Don't be shy, keep your chin up and use your body language to tell your customers that you know exactly how to fix their problem and then tell them how you're going to fix it.
Your hands are a very important part of your body language. What you do with your hands can sometimes tell the customer more about your attitude than what you say with your words. When you are assisting a customer with something always try to have an open hand. Don't point at them or away from them with an extended finger, don't give them a middle finger, just make sure to keep your palms open and your fingers together. It's calming and professional to do it that way.
If you start making only a few of these changes in your body language today you will quickly find that your customer interactions will drastically improve and your bosses will love you for it. Body language is simple and instinctual but it can be controlled just enough to add that little bit of extra personality.
About the Author:
Tony discusses ways of improving customer service skills and also some tips on other customer service skills.
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