Customer service training emphasizes how we speak to customers so much. To provide a great customer experience, a Licensed Etiquette Consultant establishes linguistic best practices, scripts, and sales presentations. Customer service also heavily relies on nonverbal cues like body language and facial expressions. Most of the time, how you say something matters more than what you say.
Body language is crucial in customer service because it influences how clients will respond to your communication. A lot of communication is conveyed through body language and vocal tone, as we said in the section above.
If customer care representatives are to consistently deliver a wonderful support experience in person, they must be in control of both of these abilities.
It’s more crucial than ever that your body language adjusts to a virtual situation as companies move toward conducting more business online.
Your body language is still there even when communication takes place over the phone or in a chat thread. Your language and tone over the phone may change if you’re tight and upset, so be aware of that.
After discussing the significance of body language in customer service, let’s look at some best practices your team can do to enhance it.
Making eye contact with a consumer communicates your interest in what they’re saying. Maintaining it as they talk demonstrates to them that you are interested in their narrative and understand the significance of their blockage.
Etiquette Consultant Training elaborates that confidence is frequently linked to posture. The more assured you look to the consumer, the better your posture will be. This increases the likelihood that they’ll believe your answers, particularly when an explanation is a little more complex.
Interpersonal competencies in management
Interpersonal abilities in the workplace determine how we get along with other team members. Consider the scenario when you notice stress at work. You could notice this and utilize active listening to identify the issue’s core, followed by effective communication to find a solution.
You should always be on the lookout for chances to smile at customers. This not only demonstrates your willingness to assist but also your positive outlook on the situation. A negative or indifferent attitude communicates to the client that your concentration is elsewhere and not on finding a solution to the issue.
Moving about unnecessarily or fidgeting might be annoying and divert the customer’s focus from the issue. Or even worse, they could think you’re not interested in the talk and are instead concentrating on something else.
How loud you speak might also tell others how sure you are of their reaction. You avoid muttering, be sure to talk properly. Additionally, be mindful of your tempo because speaking too rapidly might perplex clients and leave them with more questions than answers.
Before we talk, our body language frequently conveys a message. By putting the following advice into practice, you can make sure that every customer you deal with has a great experience.
You must always be conscious of your nonverbal indicators or tells if you do not want your body language or tone of voice to be inconsistent with what you are saying. People prefer to react to and accept your body language above your words when verbal and nonverbal communication is inconsistent, this damages your credibility.