When you've worked in the hospitality industry as long as I have you come to realize that communication between customer and employee isn't always about the words we're saying to each other. In fact, more than half the ideas expressed between two human beings are transferred through body language. It really is quite interesting if you think about it. There are a few subtle things you can do to tweak your body language just a little bit that will improve your customer service skills and start increasing your sales.
Body language is immensely important when you're talking about dealing with customers. It is the first thing they will pick up and they won't even be consciously aware of it. If you want to improve your customer service interactions make sure that you smile broadly. Ear to ear smiles showing all of those pearly white teeth will make your customer feel welcome and appreciated and more importantly: they will think you love helping them.
Your posture is a huge factor in the way people perceive you. Stand up straight if you want to be taken seriously. If you slouch and lean you're going to be taken for granted as a lazy mongrel and we don't want that to happen because it looks bad for your business. Keep your back straightened at all times you're in the presence of a customer and if you can, keep your hands behind your back. Think of yourself in an army resting position. Casual, but professional.
Body language tells a story about who you are and what you think about your life. We want to tell a good story to our customers and we want to make sure they think we are proud to serve our company and that we are more than happy to serve them. The easiest way to spell that out with your body language is to keep your chin up. Don't look down at your customers shoes, stick your chin up and look them in the eyes when you're talking to them. That way they will know that you are proud and willing to help them out.
People like to talk with their hands a lot, have you noticed that? Well, that's because your hands will be able to express subtle tones in your words as you move them about the air. They are the punctuation marks sometimes and they are the accents. Remember to always try to keep an open palm when you're speaking directly to a customer. Don't use your fingers to point in different directions, just keep it cool and professional. Think about all those movies you've seen with butlers. Do they ever close their fists or point? Nope.
If you start making only a few of these changes in your body language today you will quickly find that your customer interactions will drastically improve and your bosses will love you for it. Body language is simple and instinctual but it can be controlled just enough to add that little bit of extra personality.
Body language is immensely important when you're talking about dealing with customers. It is the first thing they will pick up and they won't even be consciously aware of it. If you want to improve your customer service interactions make sure that you smile broadly. Ear to ear smiles showing all of those pearly white teeth will make your customer feel welcome and appreciated and more importantly: they will think you love helping them.
Your posture is a huge factor in the way people perceive you. Stand up straight if you want to be taken seriously. If you slouch and lean you're going to be taken for granted as a lazy mongrel and we don't want that to happen because it looks bad for your business. Keep your back straightened at all times you're in the presence of a customer and if you can, keep your hands behind your back. Think of yourself in an army resting position. Casual, but professional.
Body language tells a story about who you are and what you think about your life. We want to tell a good story to our customers and we want to make sure they think we are proud to serve our company and that we are more than happy to serve them. The easiest way to spell that out with your body language is to keep your chin up. Don't look down at your customers shoes, stick your chin up and look them in the eyes when you're talking to them. That way they will know that you are proud and willing to help them out.
People like to talk with their hands a lot, have you noticed that? Well, that's because your hands will be able to express subtle tones in your words as you move them about the air. They are the punctuation marks sometimes and they are the accents. Remember to always try to keep an open palm when you're speaking directly to a customer. Don't use your fingers to point in different directions, just keep it cool and professional. Think about all those movies you've seen with butlers. Do they ever close their fists or point? Nope.
If you start making only a few of these changes in your body language today you will quickly find that your customer interactions will drastically improve and your bosses will love you for it. Body language is simple and instinctual but it can be controlled just enough to add that little bit of extra personality.
About the Author:
Tony discusses some great customer service skills and also some tips on other customer service skill training.
Aucun commentaire:
Enregistrer un commentaire