Mastering the right body language is tricky when doing business remotely. As industries shift to conducting more business online, it’s becoming more important than ever that your body language adapts to a virtual setting.
Even SaaS businesses should pay attention to body language and tone of voice. Just because the interaction is happening over the phone or through a chat thread does not mean your body language is not at play. If you are tense and frustrated, that affects the vocabulary you might use and how your tone might sound over the phone. If you are relaxed and optimistic, you will be more empathetic to the customer’s problem, even through a channel like live chat. Now that we have covered why body language is important in customer service, let’s look at some best practices your team can use to improve it.
Maintain Eye Contact When The Customer Is Speaking
Your facial expressions also play an important role in how a customer will react. If you show compassion and empathy in your reaction, they will know that you care about their problem. Eye contact lets a customer know that you are listening to what they are saying. By maintaining it when the customer is speaking, it tells them that you are paying attention to their story and recognizing the significance of their roadblock.
Smile When It Is Appropriate
You should always look for opportunities to smile with a customer. Not only does this show that you are happy to help, but also that you feel optimistic about the case. Having a pessimistic or uninterested attitude lets the customer know that your attention is elsewhere and not focused on solving the problem.
Avoid Crossing Your Arms
In some cases, crossing your arms can seem intimidating. It can look like you are trying to persuade the customer rather than helping them find a solution. To avoid this, try to keep your arms by your sides if you are not using them to illustrate a point.
Remove Distractions
If you are on a video call or instant chat, give the customer your full attention. Just as you would not scroll through your phone in person because it comes off as rude, the same goes for virtual interactions. You can not focus on the customer’s needs if you are distracted by your phone or reading an article while on a call. Customers will pick up on your disinterest.
Do Not Overdo The Gestures
Talking with your hands works well in person, but you will need to change your approach when on a video call.
Remember That Email And Chat Can Also Convey Tone
Without vocal or visual cues to help convey tone, messages sent over email and chat can easily be misinterpreted. Do not attempt to make a sarcastic joke. Avoid writing in all caps. When in doubt about language, choose the most polite option.