Beware of Your Body Gestures When Talking to Customers

Body language (those gestures, body movements, facial expressions and other forms of nonverbal behavior) serves as a mirror to our inner thoughts. As children and young adults, we learned how to control our words. We quickly learned what we could say that would be acceptable to those around us. We even learned how to say it. We consciously worked and re-worked our words to make sure we said what we meant to say.

But do we spend time rehearsing our body language. Are we standing up straight and tall when speaking to your client? Are we smiling? These are some suggestion about using body language in customer service:

Notice and Offer Assistance
Always notice a customer’s body language as they approach. What is the first thought in your mind?

What about yourself, are you aware of your own body language. What are you projecting?

Always start your conversation with the customer by offering assistance. After all, the reason the customer is talking to you in the first place is that he or she needs some help. After offering assistance, wait for the customer to respond. Listen carefully to the customer's words as it's now the customer's time to deliver her carefully prepared and rehearsed purpose for the visit. You need to focus your attention on the customer's words. How clearly is the customer describing what is the challenge facing her and what she expects to be done?

Take a look at the body language
Examine the customer's body position, gestures and overall demeanor. Do they support the customer's message? Is the customer asking you about your company's return policy in a gentle tone of voice with a smile on her face? Or is the customer asking about special delivery in a growling, demanding voice, while banging her fist on the counter?

Decide whether or not the body language supports the verbal message
If the body language is consistent with the nature of the verbal message, it is likely that the customer is saying exactly what he or she means to say. The body language appears to confirm the message. If the body language is inconsistent with the verbal message. In either case, you must respond carefully.

Determine the customer's most likely message
You only have an assumption of the customer's message, You have to find out whether or our assumption is correct. Decide in your own mind what the customer is trying to say. If in doubt, follow the message from the body language. As we said earlier, body language is likely to be a better gauge of reality. So, before acting on our assumption of the customer's body language, test for reality by asking the customer a question. For example, "I sense that you are not pleased with the service we've provided so far. How can we be of more help to you?" or "It seems that you like our store's return policy. Is this what you were looking for?"
All this while be aware of the message your body is projecting and how they are responding.