I cannot get into this show. I have to admit it. I’ve watched bits and pieces of it several times, but I just don’t totally get The Masked Singer, but it seems like it’s all the rage! It seems like everybody wants to guess who is in that crazy outfit. Who is the Penguin or the pterodactyl or the chicken? I assume they have non-bird costumes as well, but those are the only types that come to mind…
The premise of The Masked Singer is that people are singing, and you can watch them sing and watch them move, but you don’t really know who they are. These are all famous people, and there might be a hint or two as to who they are, but that’s where the show gets interesting and the guessing begins.
Just like we talked about the TV show The Voice a few weeks ago, there is something customer service-related about The Masked Singer. While the singer’s voice may be part of the giveaway as to who this person really is, the movement of the person, their size, and their gait also give you a little bit of an indication of the individual.
Similarly, in customer service, you can tell a lot about a person – or at least draw some preliminary expectations of the individual and their personality – based on tone of voice and based on body language. When you watch The Masked Singer, you’re looking for these non-verbal cues to help you identify this person.
Whether it’s on a ZOOM customer service call or it’s a face-to-face interaction with the customer, you have that short period of time to assess the situation with that customer in front of you. You have to quickly gauge their need and have some understanding of their emotion or the perspective that they’re bringing into the conversation. And the way you do that is by looking at their body language and really trying to understand whether they’re patient or not, whether they’re agitated or not, whether they’re angry or happy or nervous or anxious.
When you’re in front of these customers in some face-to-face encounter, use some tools of the judges and the fans of The Masked Singer. Take a moment to go beyond the words and read a little bit into what might be the emotional makeup or the mentality that customer is bringing into the conversation by analyzing their body language. It may help you to handle the situation much more effectively.
Assess the body language when The Masked Singer is your customer.
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