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Page 1: Customer Care Body Language. Importance of Body Language.

Customer Care

Body Language

Page 2: Customer Care Body Language. Importance of Body Language.

Importance of Body Language

Page 3: Customer Care Body Language. Importance of Body Language.

Three ways in which we communicate:-

In Words

Tone of Voice

Body Language

Page 4: Customer Care Body Language. Importance of Body Language.

What percentage of information is transferred:-

By the words

By the tone of voice

By our body language

Page 5: Customer Care Body Language. Importance of Body Language.

Would you like to

reconsider your answer?

Page 6: Customer Care Body Language. Importance of Body Language.

Routes to the brain

Sight 85% Sound 10% Smell Taste 5% Touch

Page 7: Customer Care Body Language. Importance of Body Language.

Purpose of this lesson

To increase your awareness of body language.

To help you to synchronise your verbal and non verbal communication.

To demonstrate how body language can be used when dealing with customers.

Page 8: Customer Care Body Language. Importance of Body Language.

Main Aspects of Body Language

Posture Gestures Face Eyes Tone of voice Proximity

Page 9: Customer Care Body Language. Importance of Body Language.

Posture

What do we mean by posture?

The overall bearing of the body.

Page 10: Customer Care Body Language. Importance of Body Language.

Posture comprises of:-

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

Page 11: Customer Care Body Language. Importance of Body Language.

If I was aggressive what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

Page 12: Customer Care Body Language. Importance of Body Language.

If I was shy what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

Page 13: Customer Care Body Language. Importance of Body Language.

If I was socially comfortable what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

Page 14: Customer Care Body Language. Importance of Body Language.

Gestures

Using your hands to talk

Page 15: Customer Care Body Language. Importance of Body Language.

What do people do with their hands when they feel:-

Threatened

Nervous

Angry

Relaxed

Page 16: Customer Care Body Language. Importance of Body Language.

Finger movements

Pointing

Tap

Moving

Page 17: Customer Care Body Language. Importance of Body Language.

Facial Expressions

What are the most expressive parts of the face?

Page 18: Customer Care Body Language. Importance of Body Language.

How do we tell if someone is:-

Pleasantly surprised Unpleasantly surprised Anxious Sad Angry Concerned Disbelieving

Page 19: Customer Care Body Language. Importance of Body Language.

Which parts of the face are expressing the persons feelings?

Page 20: Customer Care Body Language. Importance of Body Language.

Eyes

Why is eye contact so important?

If someone does not look you in the eye what do you think of them?

Page 21: Customer Care Body Language. Importance of Body Language.

Staring

If a person stares at you how does it make you feel?

Page 22: Customer Care Body Language. Importance of Body Language.

Tone of Voice

What do we infer if someone’s voice is too quiet and hesitant?

Page 23: Customer Care Body Language. Importance of Body Language.

Tone of Voice

What do we infer if someone’s voice is loud, fast and abrupt?

Page 24: Customer Care Body Language. Importance of Body Language.

Tone of voice

Components that effect the tone of voice:-

Volume

Pace

Pitch

Page 25: Customer Care Body Language. Importance of Body Language.

How can we tell (using these three components) when a person is:-

Bored?

Impatient?

Concerned about us?

Pleased to see us?

Page 26: Customer Care Body Language. Importance of Body Language.

Proximity

How close are we happy for someone to get if they are a:-

Stranger

Social or a business contact

Very close friend

Page 27: Customer Care Body Language. Importance of Body Language.

Personal Space

How do you feel when someone enters your personal space?

Page 28: Customer Care Body Language. Importance of Body Language.

In Summary

We never get a second chance to make a first impression.

Use body language to make you appear more confident, assertive and trusting.

Read other people’s body language to gather vital information about how they really feel.