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?
Tone of 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.