How can you use body language to resolve conflicts in After-Sales?

1 Why body language matters

Body language is a form of non-verbal communication that can convey your emotions, attitudes, and intentions. It can also influence how others perceive you and respond to you. In After-Sales, body language is important because it can help you to build rapport, show empathy, and de-escalate tensions with customers who have complaints or problems. Body language can also help you to avoid misunderstandings, misinterpretations, and negative reactions that can damage your relationship with customers.

3 How to use body language to show empathy

To resolve conflicts in After-Sales, it's important to show empathy to your customers. This means attempting to understand their perspective, feelings, and needs. To demonstrate empathy, you can use body language such as mirroring their body language (without copying every move), using appropriate gestures (e.g. open palms, thumbs up) instead of aggressive or dismissive ones, and making eye contact for about 60-70% of the time. This will help you establish rapport, trust, and harmony with them while also conveying support, reassurance, and encouragement.

4 How to use body language to show assertiveness

Another step to resolve conflicts in After-Sales is to show assertiveness to your customers. Assertiveness involves expressing your opinions, needs, and solutions clearly and respectfully. To demonstrate assertiveness, use a confident voice that is clear, calm, and firm. Additionally, use positive gestures such as handshakes or nods that show confidence, competence, and cooperation. Lastly, maintain a balanced posture that conveys relaxation, alertness, and readiness to act. Avoid mumbling, stuttering, raising your voice, folding your hands, clenching your fists, pointing your finger, slouching, hunching or leaning too much as these can indicate insecurity, aggression, accusation, weakness submission or dependence.

5 How to use body language to show flexibility

To resolve conflicts in After-Sales, showing flexibility to customers is key. This involves listening, adapting, and compromising to reach a mutually beneficial solution. Nonverbal cues can also be used to demonstrate flexibility. Tilting your head slightly instead of keeping it rigid can signal curiosity and openness. Raising your eyebrows instead of furrowing them can show surprise or interest. And shifting your position instead of staying in one spot can indicate activity and willingness to change. All these body language cues can help you build trust and reach an agreement with your customers.

6 How to use body language to show appreciation

The final step to resolve conflicts in After-Sales is to show appreciation to your customers. Expressing gratitude for their time, feedback, and cooperation can go a long way. To do this, smile genuinely and warmly; don't fake a smile or grin too widely. Additionally, give a thumbs up or a high five to signal positivity and support. A hug or handshake is also appropriate, as these gestures show friendliness and professionalism. By using body language effectively in After-Sales, you can resolve conflicts more smoothly and successfully while also improving customer satisfaction, loyalty, and retention.