From the course: Handling Customer Complaints with Empathy

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Appropriate body language for upset customers

Appropriate body language for upset customers

From the course: Handling Customer Complaints with Empathy

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Appropriate body language for upset customers

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- Your body language can make or break your customer experience, and when customers are complaining, it can all go downhill pretty quickly if you send the wrong kind of messages. Body language plays a significant role in communication, often conveying emotions and intentions more powerfully than words. If you show negative body language during customer complaints, even unintentionally, the situation can escalate and lead to further issues. Common negative body language can include crossing arms or legs, standing with hands on the hips, tapping with your foot or with your fingers on the desk. These are body postures we resort to automatically when we feel threatened, criticized or stressed, however, customers may interpret them as a sign that you are impatient, not willing to help or take responsibility for the issue. It is for us to avoid in terms of body language. 1, negative facial expressions like rolling your eyes or frowning. These are usually micro-expressions that we don't…

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