If your customer seems tense, but she’s trying to not let on that she is, you’ll be able to tell right away by her body language.

Learn to recognize the following non-verbal signals that a customer is unhappy so you can take appropriate action:

 

 

• Touching you on the arm. Customers do this when they’re trying to get your attention or they feel like you’re not listening.
• Placing hands on hips. This can be a sign of anger or impatience, especially if the customer has both hands on her hips.
• Crossed arms. A customer whose arms are crossed against her chest or stomach is often closed off or defensive and not hearing what you’ve got to say. (But watch out: If it’s cold in your building, she may just be trying to keep warm.)
• Arched eyebrows. Arched or raised eyebrows are a signal that a customer is shocked or perplexed.
• Pointing a finger. If a customer’s pointing her index finger at you, she’s consciously or unconsciously accusing you of something.

What Can You Do? If you see a customer exhibiting these forms of body language, make an extra effort to give her the attention she feels she needs. If you were working on something or looking for a form, stop what you’re doing, look your customer in the eye and say, “I’m sorry, this is taking me longer than I thought it would. If you could just be patient for a few more minutes, I’ll be able to help you get on your way.” Stopping what you’re doing for a moment and looking the customer in the eye will make her feel like you are doing everything you can to help her and she’ll be more likely to calm down and wait.

Filed under: Customer Service Corner