body language | Customer Service Solutions, Inc. - Page 3

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Moving toward Normalcy: The Face-to-Face Keys – 5/12/20

Posted on in Customer Service Tip of the Week Please leave a comment

As we slowly go back to a face-to-face world, here are a few quick reminders for what positively differentiates employees who understand the importance of body language and expressions v. those who don’t.

Especially if you’re wearing a mask and serving customers, ensure your eyes are focused on the other person as opposed to the activities and technology that surround you both.  Spend one minute or two a day in front of a mirror to refresh on the kind of messages the forehead and the eyebrows convey when you’re looking at somebody. That might be all of your facial expression that the customer sees. Ensure that the smiles are visible in these other aspects of your expressions.

Maintain that 6-foot distance, but make sure you have a comfortable posture and the tension is not visible in your arms, your hands, or your shoulders.  Lean in to show you’re listening, but don’t move toward the customer.  Keep the comfort zone between the two of you.

Realize that it can be awkward and uncomfortable for the customer, just like at times it’s awkward and uncomfortable for you – having a mask on, keeping distance from the customer, having a plexiglass between you and the other individual.  But that awkwardness and the uncomfortable nature shouldn’t come across in your body language and expressions.  If anything, we need to be as proactive, gregarious, pleasant, and kind to the other person as we ever have been in order to create that rapport and establish that comfort level.

The facility itself is creating barriers to comfort, so the individual needs to go beyond what they would normally do to create that engaging encounter with the customer.

Since we’re not going to be back to normal anytime soon, be clear on those little extras we need to focus on and deliver to make sure customers are as comfortable as possible.

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Use the Actions of Empathy – 4/9/19

Posted on in Customer Service Tip of the Week Please leave a comment


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to feel your empathy can help to defuse the situation.

But to make the customer feel your empathy, you not only have to empathize, but you’ve also got to convey that to the customer. So, work on these key empathy actions to S.E.N.D. the right message:

  • Stop – Stop what you’re doing (e.g., paperwork, computer work, working on equipment, looking at cell phone, etc.). It makes them feel like you are their one priority at that time – that you want to understand.
  • Eyes – Make positive eye contact. It ensures that you’re not appearing distracted or upset. You appear focused on them.
  • Nod – Occasionally nod when they say something with which you agree. You’re showing you’re not a brick wall, like someone disagreeing “inside” even though you’re not verbally arguing. Instead, it shows you’re being understanding of their situation.
  • Document – Take a few notes as they talk. It conveys that what they have to say is important enough for you to get the facts/information right (FYI – Tell them why you’re writing so they don’t feel you’re doing other work.).

 

S.E.N.D. the right message. Convey empathy with your actions.

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Facial Recognition is the Future of Customer Service – 3/26/19

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According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within that store can instantly know as much about you based on a picture of your face that is run against a database, they can instantly tailor their sales or service encounter to you.

This “revolutionary” approach to better knowing the customers without them knowing that you know them (hope that wasn’t too confusing) includes utilizing your phone GPS trackers to tap into your social apps to learn about you immediately upon your arrival at the store.

Before this sounds too “Big Brother-ish,” the only thing truly revolutionary about this is the technology piece. Facial recognition is something that every customer service employee in every organization should know how to do for customers that are walking through their door. It’s important to be able to look at someone and gauge whether they are happy or angry, they’re confused and looking around or confident and moving toward a particular area, whether they are disinterested parties following their spouse around or people who are lighting up at the environment that they just walked into in the store.

These are skills that every employee needs to have because every customer is different. Employees need to be aware of the body language, aware of the expressions, aware of the movements of the individual and their gestures – because having some sense of what these mean gives you some insights into how to approach and address a customer.

Before we wait until that time where we walk into any store and immediately every sales representative pulls up a detailed personal bio that makes a ton of assumptions about who we are as a person based on what website we went to 3 days ago, let’s first make sure our employees truly understand how to read somebody that’s standing in front of them. Let’s ensure that we care enough to view the uniqueness of any customer in a way that no app can truly convey.

Technology facial recognition maybe the future of retail customer service, but customer recognition is the past, present, AND future.

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