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Being customer obsessed is what will set us apart from our competitors and as such requires a lot of hard work, care and attention. Ensuring our customers get the best possible experience will not only develop our repeat business but will also recruit an army of raving fans who are shouting about our business.
It's well known that good communication is the foundation of any successful relationship, be it personal or professional. The way you listen, look, move, and react tells the other person whether or not you care, if you’re being truthful, and how well you’re listening. When your nonverbal signals match up with the words you’re saying, they increase trust, clarity, and rapport. When they don’t, they generate tension, mistrust, and confusion.
By observing a customer's body language and behavior help you decide what your service style should be and mostly in order to communicate efficiently mirroring is the best solution. These are four major areas you need to observe from your customer.
1. Eye Contact- Limited or No Eye Contact – Lying, uninterested, too confined, uncomfortable, distraction, Direct Eye Contact – Interested, likes you, Smiling Eyes – Is comfortable 2. Facial Gestures-mostly mouth can be negative or positive. 3. Arm behavior/positioning-“Closed-off posture usually means close-minded attitude and open posture means comfortable, interested. 4. Leg Activity-needs to be observed simultaneously with arm position. If you notice a person is bouncing their legs and their arms are crossed over is most likely the customer has closed-off.
The easiest way to increase a person’s comfort when they are closed-off is to first utilize mirroring and through that you will make the customer feel comfortable and listen more than talking, let the customer talk a lot and do the listening
I fully agree with Ms. Magreth's submission.
Thanx for the invitation
body language and behavior is the gate to understand the vision for customer need and wants also the way which is suitable for the customer.
Agree on experts answers, Thanks for your invitation.
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