Body language is a powerful tool for communication, especially in customer service. It can convey emotions, intentions, and attitudes without words, and influence how customers perceive and respond to you. In this article, you will learn how to use body language to improve customer experiences, especially in situations of conflict or dissatisfaction.
Body language matters because it can affect the quality and outcome of your interactions with customers. According to research, body language accounts for more than half of the message you send, while words only make up 7%. That means your gestures, posture, facial expressions, eye contact, and tone of voice can either enhance or undermine your verbal communication. For example, if you smile, nod, and lean forward while listening to a customer, you show that you are attentive, friendly, and interested. But if you frown, cross your arms, and look away, you signal that you are bored, defensive, or annoyed.
In my observation, the interplay between body language and communication proficiency shapes the customer experience across various industries. Balancing modesty in body language and assertiveness in communication proves effective in creating a positive customer experience that also aligns with the company's core values.
El lenguaje corporal es clave para comunicarte con los clientes, ya que representa más del 50% del mensaje que envías. Una postura abierta y gestos positivos pueden mejorar tus interacciones.
Building rapport is the initial step to creating positive customer experiences. It involves establishing a connection and trust with your customers, and making them feel comfortable and valued. To form a bond with body language, you can mirror the customer's body language, subtly copying their gestures, expressions, and posture to create a sense of similarity and empathy. Additionally, use open and relaxed body language, such as spreading your arms or showing your palms, which can indicate openness and confidence instead of closed or tense gestures that can indicate hostility or anxiety. Furthermore, maintain eye contact for about 60% of the time to show interest and respect, but avoid staring or blinking too much which can be seen as aggressive or nervous.
Look to luxury brands for inspiration on body language best practices. Several times I have stayed at the Ritz-Carlton, and the way their customer-facing employees use body langauge to build rapport has always left a lasting-impression. For example, their use of no-verbal cues and hand gestures are always graceful and inviting. The next time you interact with a luxury brand, study how these brands use their body language to enhance their customer service strategies, fostering trust and rapport.
Showing empathy is the second step to creating positive customer experiences. Understanding and sharing the customer's feelings, needs, and expectations, while demonstrating that you care, is the essence of empathy. To express empathy with body language, facial expressions can mirror the customer's emotions, such as smiling when they are happy or frowning when they are sad. Head movements can indicate agreement or understanding, such as nodding when making a point or shaking your head when expressing a problem. Vocal cues that convey warmth and support, such as using a friendly tone of voice and adding words of affirmation or sympathy, can also show attentiveness and compassion.
Resolving conflict is the third step to creating positive customer experiences. Conflict means dealing with difficult or angry customers, who may have a complaint, a request, or a disagreement. To resolve conflict with body language, you can use techniques that defuse tension and aggression, demonstrate listening and problem-solving, as well as reinforce positive outcomes and feedback. For example, avoid body language that can escalate or provoke the customer, such as pointing your finger or invading their personal space. Instead, use body language that can calm and reassure the customer like holding your hands in front of your chest or nodding slightly. Additionally, lean forward slightly to show that you are willing and able to help the customer and maintain eye contact to demonstrate interest and involvement. Furthermore, stand straight to show that you are confident and competent in resolving the conflict. Finally, use body language that can indicate closure and appreciation like shaking hands or thanking them. Moreover, use body language that can encourage future interactions and loyalty like waving goodbye or smiling warmly.
Enhancing service delivery is the fourth step to creating positive customer experiences, which involves providing the customer with the product or service they need or want in a timely and efficient manner. To achieve this, you can use body language that signals readiness and availability, such as standing up, facing them, or raising your hand. Additionally, you should use body language that communicates professionalism and quality, such as wearing a uniform, holding the product carefully, or performing the service smoothly. Finally, you should use body language that expresses satisfaction and value, such as smiling broadly, pointing to the product, or praising the service. This can demonstrate enthusiasm and value for the customer's experience.
Improving your body language skills is the final step to creating positive customer experiences. To do this, you must be aware and intentional of your nonverbal communication, and adapt it to different situations and customers. Observing and learning from others is key; watch and analyze how other customer service professionals use body language, and identify what works and what doesn't. Additionally, practice and experiment with different scenarios, using a mirror, camera, or role-play partner to evaluate your performance. Finally, review and refine your body language habits by eliminating any negative or ineffective gestures, expressions, or tones, and reinforcing any positive or effective habits to make them part of your routine.
Video yourself for about 2 minutes giving a talk about anything you want, just have it reasonably prepared. Watch it back afterwards with the volume off. What do you see? Ask a trusted friend or colleague what they see. Do they see empathy, emotion, open or closed demeanour, softness, authority etc. You’re looking for the non-verbal cues, the looking away, the closed hands or pointed fingers, the standing upright or more slouched as the time went on. Do you smile as you talk, or do you show any emotion? Awareness is your first key to understanding and mastering body language
Keep in mind that body language plays a significant role not only in face-to-face or visual communication, but also during phone conversations. Sitting up straight, smiling, and “talking with your hands” creates positive energy and enhances the quality of your phone calls, leading to noticeably improved conversations.