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What makes the most impact in face-to-face encounters in customer care? Choose the three most
important aspects for you and compare your answer with a partner.
First read this tip from an American customer care website. Do you agree? Why, or why not?
Now decide whether the following body language would give a positive
or negative
impression to your customers.
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P
clear speaking voice
•
good vocabulary
•
sense of humour
•
expensive clothes
•
pleasant body language
•
good eye contact
•
accurate grammar
•
good grooming
Face to face with
customers
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Do you think this impression is the same for people from all cultures?
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What customers really notice
Your body language – the way you stand or sit, what you do with your arms and hands,
whether you are smiling or frowning, and so on – tells the real truth to your customers!
Your words may be able to hide that you’re bored or uninterested, but your body can’t.
When meeting a customer, make eye contact within 10 seconds. This creates a bond
between you and the customer and it shows your interest in real communication. If you
don’t make eye contact, the customer could think that you aren’t interested – or even
worse, that you’re ignoring them!
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