Tips for Customer Service Representatives – Nonverbal Communication with Customers
When interacting with customers, it is crucial to remember that many studies have found that nonverbal messages often overshadow verbal ones. This is why customer service representatives should continually remind themselves to guard the unspoken messages they send to customers and potential customers via facial expressions, gestures, posture, appearance, and other unspoken means. Strive to make all forms of communication positive.
To get a better idea of how you present yourself nonverbally to customers, ask a co-worker to use the following guidelines and evaluate your nonverbal communication during a service transaction with a customer. Once it is over, spend some time having your peer provide feedback on how well you did along with any suggestions for improvement.
Body Language – Does your body posture and positioning send a relaxed positive (e.g. confidence and self-assurance) or tense negative (e.g. uncertain, confused, or unconfident)
Facial Expression – Does your face say, “Hello, welcome, I am able and ready to serve you” or does it show a bored, disinterested employee who is going through the motions of providing service?
Eye Contact – Are you making appropriate and adequate eye contact to show interest without causing possible discomfort or offense?
The Tone of Your Voice – Does your voice project a smiling professional who sounds even-paced, comfortable and confident?
For additional ideas and strategies on how to effectively communicate with customers and potential customers, get copies of Customer Service Skills for Success, How to be a Great Call Center Representative and Please Every Customer: Delivering Stellar Customer Service Across Cultures.
About Robert C. Lucas
Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.
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