Body language accounts for a huge portion of how effective our communication is. The way we move, sit or stand, or our facial expressions can tell a lot about how we think or feel, even more so than we are aware of.
So, it is no surprise that those in customer service need to have positive body language to be effective in the work that they do. If you have exhibit great body language while interacting with your clients, you create a positive impression on them, which helps them trust you more. This, in turn, means more business for you. To make sure you have a good body language, follow these tips below.
· Make sure to make eye contact
In customer service, maintaining eye contact with your clients while interacting with them is essential because it is a way of letting them know that they are valued and important. However, this doesn’t mean that you stare at them without ever blinking. This is just weird and would make anyone uncomfortable. A good tip is to gaze at the left eye, right eye and the mouth alternatively after every few seconds.
· Maintain a good posture but don’t be stiff
A good posture creates the impression that you are professional and that that you are listening attentively to what your customers have to say. Make sure your shoulders aren’t slouched, that you sit/stand upright. When your customers are talking, remember to nod from time to time to let them know you are listening to them and understanding what they are saying. Make sure that you have a somewhat open stance to ensure that you are not too stiff.
· Avoid fidgeting, shaking or moving around excessively
You may be nervous, but be aware so as not to fidget or move around excessively. This can be very putting off for customers and makes them think that you are not confident and don’t know what you are doing. Avoid shaking your legs, playing with your hands, or moving around like swaying your body while listening or talking.
· Shake hands firmly to create trust
Shaking hands is a powerful gesture. It is welcoming and reassuring, and most importantly, it creates a lasting impression. A study found that people are two times more likely to remember you of you shake your hands with them. In other words, shaking hands help you create trust and cooperation without having to verbally express it, which is why it is so important in customer service.
· Learn to modulate your voice and tone
It’s not just what you say, it’s how you say it that can make a difference. Customer service is all about gaining trust and loyalty and establishing a certain level of confidence in your brand among your customers. When you speak to them in a tone that expresses passion, confidence, warmth, empathy and even humor, it is much easier to be effective and efficient at your job.
· Respect the customers’ personal space
In your attempt at communicating effectively to your customers and gaining their trust, remember not to invade their personal space. This applies both to physical and mental space. While you should keep a respectable physical distance between the customer and yourself, you should also remember to respect their mental and emotional privacy. Don’t be too nosey and ask unnecessary personal questions that do not pertain to the topic you are discussing. If the job does require you to ask personal questions, be as respectful as you can be.
With these tips above, you can be confident that you will be able to communicate effectively with your customers!