Friday, October 18, 2013

Customer Service and Your Body Language

Your expensive brochures and advertisement can say a lot of great and cool things about your business, your products, your services and how you do your business.

Themes and slogans show screaming words like

"We are the Expert",
"The Authority",
"We Care" or
"We are the Leader".

These advertisements are no doubt expensive.

The purpose of all these costs is to "pull" or "push" the Customers in. When the Customer walks in and meets you or your people, one of the first things that will catch their attention is your body language.

Tactical interrogators in the military and intelligence services all over the world have used sophisticated techniques to read people's minds.

Even these experts admit that the most basic techniques are still largely contingent on how well the body is observed during direct interrogation.

Keep in mind three (3) things when the Customer has visual access to you:

· Posture,
· Facial Expression, and
· Eye Contact.

An upright posture can project self-confidence just as a slouching posture shows inferiority. Your body can show your Customer if you are sincerely interested in what he's saying or not.

Your face can deliver multiple messages with even the subtlest twitching. The most significant facial expression you can show is your smile.

The next most significant feature of your face is your eyes.

Customers appreciate it most if you look at them in the eye when you talk to them.

Most believe the eyes can show a lot of sincerity if it exists in a conversation.

Needless to say you need to focus your eyes on the person you're talking to.

Your disposition with Customers may be discerned from how and where you look.

Another important "body language" that will get the customers attention is a happy disposition.

It may be too presumptuous to say that a happy disposition can be acquired through training - this certainly takes time - but the best approach to get Customers to meet happy people in your organization is to get happy people during recruitment in the first place.

Happy people are more likely to internalize good posture, smile and make eye contact.

They are also better able to handle customers when the going gets rough.

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