in this monologue, will smith says that 60% of communication is body language and 30% is your tone of voice, which means “90% of what you’re saying ain’t coming out of your mouth.” these stats are based on a communication theory developed in the 1960s by ucla professor, albert mehrabian. in this post, we’ll talk more about body language in customer service, including what role it plays, why it’s important, and some best practices you can use to improve it with your team. even saas businesses should pay attention to body language and tone of voice. if you’re tense and frustrated, that affects the vocabulary you might use and how your tone might sound over the phone. by maintaining it when the customer is speaking, it tells them that you’re paying attention to their story and recognizing the significance of their roadblock. if you show compassion and empathy in your reaction, they’ll know that you care about their problem.
this makes it more likely that they’ll trust your solutions, especially when an explanation is a bit more complicated. having a pessimistic or uninterested attitude lets the customer know that your attention is elsewhere and not focused on solving the problem. when speaking with a customer or listening to their response, stand still, and limit motion to just your hands. when you face the customer — rather than turning away — you seem more engaged in the conversation. it’s important to keep your tone in check, especially when a support case isn’t going as planned. in some cases, crossing your arms can seem intimidating. it can look like you’re trying to persuade the customer rather than helping them find a solution. pay attention to your cadence as well, as talking too quickly can confuse customers and leave them with more questions than answers.
the eyes are an often overlooked communication tool, a lot of professionals fail to realize that as much as you listen with your ears, you should listen with your eyes also. fidgeting is usually a sign of restlessness or discomfort, and will make customers feel there too many other activities going on in your head, or that you cannot wait for them to leave. maintaining an open body language when interacting with your customers creates a welcoming and confident atmosphere, & subconsciously communicates to them that you are honest and trust them. if you learn how to smile genuinely when interacting with customers, you will significantly increase the number of customers who feel happy with your service.
don’t just allow your hands move around in the air meaninglessly when you speak, add meaning to what you do with them. your voice is a powerful communication tool, if the customers like the voice and how it sounds, they would form the impression that you are confident, knowledgeable and credible. for instance, if you are interacting with a customer, and you notice they orient their feet towards the exit, it might be an indication that they are ready to leave, but when the feet are pointed towards you, it means the customer is engaged and interested in what you have to say. it customer enables the customers to see you as a competent & confident professional. observing the customer’s personal space is a sign that you respect them and value their comfort, this positively affects their attitude towards you while you interact with them.
body-language-in-customer-service support team with these free customer service training smile is one of the basic skills that most businesses teach their customer service staff, however, it is body language can heavily influence how customers feel about interacting with you, it plays an, .
1. body language (55%) always smile when you greet or talk to customers. if you sell in-person, learn when you walked up to the customer service desk, the two employees looked like this: would you feel confident in you don’t care about me, the customer you’re not listening to my concerns you don’t understand what i’m saying you,
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