How can nonverbal communication help you better serve customers at the service desk?

At my work we have to frequently escort clients to their machines within our datacenter. When clients arrive, their nonverbal language can indicate stress if their walking is stiff, their eyes are wide, they trip over their words, etc... In times of stress I like to remind the client of my own duties and how I'm available to help them. Sometimes it can be help to remind them what they're meant to be doing. If a client comes in more happily, I can tell by loose arms when they walk, they will make eye contact and be more open to conversation. The most important nonverbal cues to express, in my opinion, is eye-contact while they're speaking to you, open arms when you're speaking to them, and don't cross their paths if they're walking.

It's also a good idea to try and mimic what the customer or client is doing. If you use the same language as them, or in this case, the same non-verbal cues, like having your hands on your hips like them, this can be seen as trustworthy, and enhances how much they like you.

It comes down to customer service, always appear friendly with a smile, use a gentle tone to address the customer, and always listen and be understanding to their needs and requirements.

As an employee at Service Desk, you always need to remember that most of the clients that come by do not have the knowledge you do about computers/tech. Throughout my experience, I have seen many Service Desk employees forget that fact - which can lead to two negative points: 1. Anger with the client for not knowing something, or annoyance. 2) Over-explaining with tech jargon that confuses the client. It's important to keep in mind that while we have the knowledge, they do not need to - they need support in something that they can ot solve themselves. That's why it's important to try to see it from their point of view, remain kind and understanding. Try to explain the issue in a language that is understandable to all.

In my experience, this rings true. Customers and clients want answers now, and they want someone that truly knows what they're talking about. If you give them half-thought out answers, the customer will not be happy. This is especially true if you, as the server, start looking away, biting your fingers. If you aren't dead certain about something, you will lose them.

Nonverbal communication such as body language relays much information about our attitude to a customer. We should stand with a confident yet non-threatening posture, smile with a calm face, maintain appropriate eye contact, use open gestures, and use paralanguage to encourage customers while they are speaking

As I said before, mirroring is an amazing technique to build trust. If you utilise the same way of speaking they use, they will feel more understood and you will be more trusted.

Managing expectations also means not giving unrealistic timeframes. If you say something will be done in the hour, it better be. Otherwise, say you'll be a few hours or say you'll get back to them at the end of the day. When you end up being faster than the estimate, that will brighten their day.

In my experience, I'd definitely recommend asking a customer "can I help with anything else" at the end of a phone call. Not only does this show that you care, but sometimes they might just have one more thing to ask about. You shouldn't rush to ask that, and you shouldn't ask that question if they don't seem satisfied with your help up to that point.

Level setting expectations with your clients is of utmost importance. Let them know what’s possible, what’s not, and what’s needs more time to complete. Your knowledge around the best options for their needs shows confidence and builds trust. By ensuring you know what needs to be done, and you level set a timeline of communication, you will help your callers feel supported.

- Maintain eye contact to show that you're paying attention and engaged in the conversation. - Use open body language, like uncrossed arms and an open posture, to appear approachable and welcoming. - Smiling and nodding can help show that you're listening and understanding. - Pay attention to your tone of voice, and avoid sounding rushed or distracted. Using these non-verbal cues can help you build trust and rapport with customers.