How can you use body language to convey confidence and respect when dealing with a difficult customer?

1 Maintain eye contact

Eye contact is a powerful way to show that you are listening, attentive, and confident. When you deal with a difficult customer, you should maintain eye contact as much as possible, without staring or glaring. This will help you establish rapport and trust, and show that you are not intimidated or distracted. However, be careful not to overdo it, as too much eye contact can be seen as aggressive or disrespectful. If the customer looks away, you can also look away briefly to avoid creating tension.

2 Use open gestures

Your gestures can also communicate a lot about your attitude and emotions. When you deal with a difficult customer, you should use open gestures that show that you are friendly, cooperative, and willing to help. For example, you can use your hands to point, explain, or illustrate your points, as long as they are not too fast or erratic. You can also nod, smile, or tilt your head slightly to show that you are engaged and interested. Avoid crossing your arms, clenching your fists, or tapping your fingers, as these can signal defensiveness, frustration, or impatience.

3 Control your posture

Your posture can also affect how you are perceived by the customer and how you feel about yourself. When you deal with a difficult customer, you should control your posture to project confidence and respect. For example, you can stand or sit straight, with your shoulders back and your chest out, to show that you are confident and assertive. You can also lean slightly forward, to show that you are attentive and interested. Avoid slouching, hunching, or leaning back, as these can signal insecurity, boredom, or disrespect.

4 Match your tone

Your tone of voice can also influence how the customer responds to you and how you manage the situation. When you deal with a difficult customer, you should match your tone to the customer's mood and needs, without mimicking or mocking them. For example, you can use a calm, polite, and professional tone to diffuse anger or hostility. You can also use a warm, empathetic, and sincere tone to show that you care and understand. Avoid using a loud, harsh, or sarcastic tone, as these can escalate the conflict or damage the relationship.

5 Respect personal space

Personal space is the area around a person that they consider their own and comfortable. When you deal with a difficult customer, you should respect their personal space and not invade it without their permission. This will help you avoid making them feel threatened, uncomfortable, or violated. The amount of personal space that people prefer may vary depending on their culture, personality, and situation. Generally, you should keep a distance of at least an arm's length from the customer, unless they invite you closer. You should also avoid touching, grabbing, or pushing the customer, unless it is necessary or appropriate.

By using body language effectively, you can convey confidence and respect when dealing with a difficult customer. This will help you communicate better, resolve the issue, and maintain a positive impression. Remember, body language is not only about what you do, but also about what you don't do. Be aware of your own and the customer's body language, and adjust accordingly.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?