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Here are some ways your body language and voice tone may have an influence on an upset person:
o Facial Expression
When people complain, do you ever roll your eyes?
Do you scowl?
Do you have an inappropriate smile?
Be aware of your facial expression when you communicate. Ask friends, co-workers,
and your supervisor whether you have facial expressions that could be annoying,
especially to upset customers.
You want to have a calm, concerned, sincere, interested facial expression. You want to show the customer you care.
Some people smile when they are tense, but don't smile while a customer is expressing anger. If you do, the customer may feel that you're not taking her seriously.
o Body Posture
Do you loll on your desk/work area?
Do you slouch?
Show you are attentive to your customer by standing and sitting up straight.
When you loll or slouch you may seem inattentive or disinterested.
Maintain a non-threatening, open body posture. Stand far enough away to give the customer room. Don't crowd him-this may increase his irritation.
o Movement
Do you move slowly when you have to find something for the upset customer?
Upset customers want to see you respond to their needs speedily. This doesn't mean you have to sprint to help, but don't mosey either.
o Gestures
Do you stand/ sit with your arms crossed?
Do you hold your head up with your hands?
The most common interpretation of the arms-crossed gesture is that the person
is closed and unwilling to listen. When communicating with an upset customer,
uncross your arms to show you are listening and have an open mind.
o Smoking
Don't smoke in front of customers, even if your employer allows you to smoke
in your work area. Always put the cigarette out, even if your customer is smoking.
o Touching
Avoid touching an upset person, especially if he appears potentially violent.
This could set off his violence.
o Chewing Gum or Eating
Don't chew gum or eat when you're on the phone or in the public eye. Even if
your employer allows it, these acts can be annoying, and can escalate an upset
customer into an irate one.
o Voice Tone
Your attitude is projected through your voice as well as your body language.
Remember, helping customers is your job, and if you can't stand to help upset
people, get transferred to another job. Make sure your attitude is always "I'm
here to help as best I can."
Do you sound annoyed?
Does your voice go up at the end of a statement?
People respond more to how you say something than to what you say. When your
voice is annoyed, impatient, or condescending, the customer will become more
angry. When your voice sounds confident she will believe you know what you're
talking about and it will be easier to calm her.
When your voice goes up at the end of a sentence it sounds as if you're asking a question. Listen to yourself in a tape recorder and hear if your voice goes up at the end. If so, practice having an even tone, or one that ends on a lower note. You will sound confident and competent.
Speak with a calm, firm, caring, soothing tone.
o Sighing
Sighing often suggest annoyance or impatience. Don't sigh in front of an upset
customer.
o Cursing
Even if the customer curses, there is never an excuse for you to curse. No matter
how many insults he shouts at you, remember that you are a professional. Compose
yourself as best you can, and avoid responding to abuse.
It is a sign of strength, not weakness, to stay calm and respond with patience when someone is cursing and insulting you.
© 1996 Morgan Seminar Group
_______________________
Rebecca L. Morgan, CSP, is a dynamic speaker and seminarist. She is the author of four books, TurboTime: Maximizing Your Results Through Technology, Calming Upset Customers, Life's Lessons: Insights and Information for a Richer Life, and Professional Selling. For information on her speaking services, books, and tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662, fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please contact Rebecca for permission to reprint or repost this item.
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