How important is body language/communication for customers service?

Usually body language occurs unconsciously. Yet the body language we use decides to a large extent the quality of our communication. It follows that therefore it would be good to become conscious of our own and others' body language. We can learn to use our body language for a purpose. As well as learn to understand and interpret body language of others. 

It is important to note that body language has different meanings in different cultures. How we can interpret body language depends on the situation, the culture, the relationship we have with the person as well as the gender of the other. This means that there is not one signal that has the same meaning all over the world.

Body language is used especially to express feelings. For instance if we do not like someone, it is often difficult to say that directly to the person. However we can make it clear either intentionally or unintentionally through body language. 

As above stated already-body language is crucial when it comes to customer service.

If we are willing to help/solve the problem with a positive and calm attitude, our body/face will show it too But If we are only there with anticipation to "get rid of the intruder"- it will show too.

Yes, body language is important, starting from a smile, to slight hand and body gestures are helpful in customer service.

Body language is one of the most effective ways of non - verbal communication. So, a body language always adds to good communication in customer service.

Very important. Infact it is the only thing your client can make conclusion from.

Allot has been said on this issue and indeed, body language differentiate a customer service employee from a robot.

there is no doubt that positive gesture is so important. our customer belong to different level according to education, age, gender, comprehension religion, different frame of mind  so we have to satisfied them by our  positive attitude language as well as body language.

  it is necessary for organization success and help full for availing targets.

Very important because your body language expresses your willingness and confidence, your communication expresses your ability to convince.

It's easy to underestimate the importance of body language. But we do so at our peril. Behavioural studies have shown that when we communicate,7% of our meaning is conveyed by words used,38% by tone of voice, and55% by our body language. Aengus Collins reads the signs

With so much of our communication being perceived non-verbally, it's important to be aware of the signals you are sending out. When you meet and greet your customers, your body language sends signals that have a big impact. According to renowned expert Robert Phipps, the main problem with body language is that every intention of creating a good impression often disappears once we start talking to someone.

"Most people simply forget about their body language," says Phipps. "They remember at the outset, when walking up to someone and shaking hands. But about90% of people have completely forgotten about their body language within three minutes.

"The reason is they're too busy talking. Speaking is a conscious activity, and as we devote mental energy to getting our words right, we forget to pay attention to what our body is doing."

That is when body-language bloopers can creep in. According to Phipps, the most important things to watch for are hand and arm movements.

"The hand is the body's mouthpiece," he says. "As we speak we gesture, and our hands give away the true meaning. For example, hand-to-face movements increase more than five-fold when someone's lying. It's as if the hand is trying to cover up the mouth to stop the lie getting out."

But the key to getting your body language right, says Phipps, isn't so much learning which specific gestures come across well and which ones come across poorly. Good body language follows naturally when you're feeling relaxed and confident, so the most important thing you can do is learn to be more relaxed.

There are simple tips to help with this. When asked what the three most important elements of good body language are, Phipps focuses on breathing, posture and the position of the head.

"The first and most important thing is to try to keep your shoulders back and chest open, because this allows you to breathe more deeply and get more oxygen to your brain. Controlled breathing is the key to relaxation. Before going into a meeting, take five deep breaths, breathing in for five seconds, holding for three and breathing out for five. Doing this automatically makes you feel more relaxed.

"The second is to get your posture right. The easiest way to think of it is as if there was a little thread running along your spine and out through the top of your head. Just imagine someone gently lifting the string to straighten your body out. That's how you should be sitting or standing.

"And the third is head position. Keeping your head straight and level both vertically and horizontally will make you feel better, because it automatically releases endorphins in the body."

Using open body language is a good way to create a rapport. Stand up straight, smile, make eye contact and, when sitting, don't cross your arms or legs. Showing the palms of your hands indicates an honest approach.

Another useful technique is to mirror your customer's body language. Many people copy gestures unconsciously anyway. It sends the message that you like and agree with the person you are talking to.

There are more advanced issues related to body language in customer service as well. For instance, when dealing with an angry customer an employee’s body language can help either resolve the difficulty or make things worse. Many times the customer just wants to vent some frustration and be heard; in these cases, employees can help the situation by maintaining a neutral expression, validating the customer’s experiences, and staying open to what the customer says. Things will only get worse, though, if the employee takes an aggressive body position, gestures a lot with the hands, or attempts to interrupt the customer along the way.

Some businesses put a lot of thought into the type and size of desk used by their employees who interact directly with customers, even to the point of having some employees work without a desk at all. For example, think about the last time you walked into a bank to open an account. Chances are you were greeted by a well-dressed employee seated at a neat and tidy desk with one or two chairs positioned in front. This portrays the qualifications of the employee but also welcomes you to the employee’s space.

Now think about the last time you walked past a mobile phone shop at your local shopping centre. Chances are the customer service associates don’t sit behind desks at all, instead standing with an open body position right next to the mobile phone display. This is a welcoming position that allows them to meet and greet potential customers without the interference of a desk as an obstacle between them and the customer.