Body language is essential when working with customers face-to-face. But even on the phone, body language is important, says Sharon Sayler, the author of What Your Body Says (And How to Master the Message). “We should be aware of our own body language because we send messages unconsciously all the time, even over the phone. And if we are feeling down or have a frown on our face when we pick up the phone, people are going to know it,” she says.
On the other hand, an upbeat attitude and positive body language — a smile on your face, an erect posture, and a natural breathing pattern — are going to come across over the phone and will help you connect with customers.
But there’s even more to body language than that. You can also use your own body language, especially your breathing and speech patterns, to calm an angry or upset customer and to maintain control of a customer interaction.
“There is an odd body language phenomenon,” says Sayler “called mirroring and matching by which we can actually lead people, on the phone or in person, to slow their own breathing pattern — and that actually makes them calmer.”
More on using body language to maintain control of calls appears in the January issue of Customer Communicator, the training newsletter for frontline reps.