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your body language is a tool you can use to posture the conversation. I always tell my team to imagine they are in a suit with a tie and in a professional environment with all customers on the phone.
I have seen the tone and use of language change dramatically from hear my agents saying "Sweeeet" to "yes Sir" in responses on the phone.
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Body language is the initial message that customers will get from you. It speaks how active and dedicated you are to serve the customer. Hence, if your body language is not aligned with what you are saying him, the communication will not be successful and customers will fail to get a quality service from you.
Literally, based on experience on customer service by all means body language is a great factor in handling customer issues. Seating properly is always a good position, hands on deck properly or where keyboard is, is also another factor, facing the monitor with all supporting resources will also be nice to answer customer's inquiries. In an instance, while calling the customer and someone is not seating properly, its just hard to answer some questions like searching for nearest landmark in the area or using googlemaps. That's just an example somehow
