Customer Service Body Language Mistakes You Should Avoid
Body Language is an important aspect of communication between customers and service representatives. it is important for customer service reps to be trained to interpret these signals and avoid mistakes that might impact negatively on their interactions with customers, sadly it is often overlooked by employers even though it affects the quality of the customer’s experience during interaction with the brand.
This makes it important for customer-facing professionals to be trained to identify and interpret basic body language signals between themselves and customers. These customer service body language blunders are negatively impacting on the quality of interactions you have with customers
#1. Looking at your Smartphone/Computer
Dividing your attention between your smartphone or computer and a customer is an easy way to get them upset. This is because looking at a smartphone screen while you are interacting with someone can be distracting and also communicates to the other person that you aren’t interested in what they are saying.
The key is to prevent the customer from making assumptions. When you have a customer with you, and you need to consult your computer (or phone) for anything, be sure to keep them informed, something like;
“Ok Mrs. Krisen, let me call up your account details so I can verify the information..”
#2. Slouching on Your Desk
Slouching at your desk is bad, first, it is very unprofessional and is considered a sign of disrespect especially when there’s a customer in front of you.
Slouching communicates boredom and doesn’t inspire confidence in the minds of any customer interacting with an employee in such posture. It also robs your upper body of strength and can also lead to neck, shoulder, and low-back pain.
If you are prone to slouching, a good way to get rid of the habit would be to consciously take note of body posture each time you have a new customer before you and making corrections if need be. With enough practice, this becomes an unconscious act.
#3. Crossed Arms
Crossed arms (and legs) are a defensive body language gesture, When the arms are crossed, they form a defensive barrier to block or hide us from anticipated ‘threat or danger’. Crossed arms might also be an indication of anxiety or lack of trust in the other person – these are signals you should never communicate to customers or colleagues in a professional environment.
Crossed arms are very obvious, when you do it in front of customers they will likely pick up on it & respond accordingly by also being defensive and difficult. Although it sometimes feels comfortable to do, if you want to be seen as a competent professional you should make a conscious effort to resist the urge or quickly uncross them whenever you catch yourself doing so.
#4. Not Making Eye Contact
Avoiding eye contact indicates a lack of confidence or that you have something to hide. When you are looking everywhere but can’t look the customer in the eye, it makes them think you can’t be trusted, that you are holding something back. These make your words lose their effect and ruin any chances of a cross-sell.
First impressions are important both for the business and your career, strive to ensure customers and prospects leave your desk with a positive memory of your interaction with them.
Sustained eye contact, communicates confidence, leadership, strength, and intelligence, make sustained eye contact with customers when you interact with them. This does not mean glaring at them or being a creepy starer.
#5. Rolling Eyes
Never roll your eyes at a customer! It is extremely rude and will be taken as a sign of disrespect. Rolling your eyes at someone indicates that you are disgusted by some action they took or at something they said.
While some may think rolling eyes is not such a big deal, in a professional environment, especially with customers it is! It can turn a mildly upset customer to roaring nightmare.
Eye Rolling is a common type of passive-aggressive behavior in customer service, which service reps will indulge in it as a way of subtly expressing their displeasure at a customer’s behavior.
It might be a habit you have formed over the years, but if you ever notice you’re tempted to do this while you’re with a customer – stop yourself. Being conscious of it and avoiding it will make a drastic difference in the quality of your interactions with customers and people in your life.
#6. Scowling
Scowling or frowning sends a message that you are upset and in a foul mood. Even if you don’t really feel that way, a scowl on your face will turn people away.
Nobody ever feels comfortable having to interact with the lady or gentleman frowning heavily, even colleagues will want to keep their distance. If there’s a good reason for being upset, consider going for some air or spending a few mins alone to regain your composure.
Research by the University of New South Wales reveals that smiling also had a favorable influence on observer judgments as subjects who smiled were judged as more likeable and approachable than those who didn’t or faked their smiles. Smile more but don’t fake it (Read: Power of a simple smile)
Avoiding these customer service body language blunders during your interactions will lead to improved communication and enhanced the customers’ experience, this turns you into a valuable asset for your employer. Besides being important for a customer service career, eliminating these will also help you form stronger relationships professionally and in your personal lives.
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