Change Your Body Language and Improve Your Customer Service Skills
When you’ve worked in the hospitality industry as long as I have you come to realize that communication between customer and employee isn’t always about the words we’re saying to each other. In fact, more than half the ideas expressed between two human beings are transferred through body language. It really is quite interesting if you think about it. There are a few subtle things you can do to tweak your body language just a little bit that will improve your customer service skills and start increasing your sales.
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.
Posture, posture, posture. If you don’t have proper posture when dealing with a customer you have already gone half way to losing the sale or making them angry. A customer service representative needs to be perceived as being happy to be helping the customer and more than willing to aid them in any way they can. A slouched and sullen looking body is going to tell the customer that they hate their job and don’t want to be doing it but a straight spine and a happy demeanor will say just the opposite.
Keep your chin up kid because it will show just how proud you are to be working for the man. Body language is all about perception. It doesn’t matter what you feel on the inside or when you’re not at work but when you’re out there dealing with the customer you need to be in a 100% positive attitude or you have to pretend that you are. The best way to look like you love your job and that you wouldn’t work anywhere else because you are so proud to be helping your customers is to keep your chin up.
Keep your hands where I can see them please and always keep them open. If there is anything you take away from this article it is that you should use open hands when talking with customers. Don’t point at them and don’t point away from them. Use calm and collected gestures like a professional English butler would make. If you aren’t using your hands openly then keep them clasped in the small of your back. Always strive for professionalism.
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.
Tony discusses ways of improving customer service skills and also some tips on other customer service skills.
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