How can you use body language to resolve customer conflicts?

When it comes to resolving customer conflicts with body language, remember that your nonverbal cues are critical and speak volumes. Maintain open and relaxed posture to show you're approachable and listening. Make eye contact to convey sincerity and interest. Use friendly facial expressions to show empathy and understanding. Gestures like nodding can signal agreement and attentiveness. And don't forget about your tone of voice – keep it calm and reassuring. The pitch, tone, volume and cadence of your voice communicate more than we realise. All these subtle cues build rapport, making conflict resolution smoother and more effective. In addition, inviting an open discussion that is sincere can diffuse many heated environments.

Body language can play a significant role in diffusing and resolving customer conflicts. Here are ways you can use it effectively: Open and Relaxed Posture: Maintain an open and relaxed posture to appear approachable and non-threatening. Avoid crossing your arms, which can signal defensiveness. Instead, keep your body facing the customer with an open stance. Maintain Eye Contact: Eye contact shows attentiveness and sincerity. It conveys that you're actively listening and taking their concerns seriously. However, be mindful not to stare, as this can be perceived as aggressive. Use Mirroring: Subtly mirror the customer's body language to build rapport and establish a connection.

Try to look as open to feedback as possible. If you look calm, happy and ready for a productive discussion so will your customer. Also, when virtual or over the phone, make sure your tone of voice sounds positive and upbeat. Also if you are communicating via text or email, make sure your tone and word choice leaves nothing to the imagination and you are as positive as possible.

Pay close attention to your customer's non-verbal cues. Facial expressions, posture, and gestures can convey emotions and dissatisfaction. Understanding their body language provides valuable insights into their feelings and allows you to address concerns more empathetically.

La programmation neurolinguistique (PNL) permet de déceler la réaction de nos clients (achats, méthode de communication, posture, etc.) et nous pouvons également nous servir de la méthode SONCASE (Sécurité, Orgueil, Nouveauté, Confort, Argent, Sympathie, Ecologie) afin de mieux comprendre les attentes de nos clients dans le but d'apporter des solutions adaptées. Le mirroring permet également de détecter si votre interlocuteur est en communion avec votre discours ou votre aura.

Adapt your own body language to match your customer's emotional state. If they appear tense, mirror a calming and open posture. By aligning your body language with theirs, you create a sense of connection and understanding. This subtle mirroring technique helps build rapport and can de-escalate conflicts by signaling empathy and receptiveness to your customer's perspective.

Reciprocity of non verbal behaviour can be beneficial, but it can also be dangerous. You need to evaluate the opposite party and define base characteristics and identify body language which conveys their discontent and anger. A great book to consider for this sort of thing is "What every BODY Is Saying" by John Navarro. An ex-FBI inspector.

Ensure you are displaying body language conveying you are actively listening to your angry customer. Ensure your feet are facing them, you are slightly leaning into the conversation, and are calm and relaxed.

All of these phrases are fine, but the key to resolving customer conflict is by acknowledging their pain, showing them you care (genuine empathy), and sharing with them that you're confident you will find a solution. Saying "Sorry" and "Thank you for your patience" doesn't hit on these three areas, it just buys you time to get to it. "Repair the Relationship, then Repair the Problem"

While, we know that a positive body language always works to handle furious customers, however it is equally important to offer a valid closure to the issue raised. - Assure the customer that their concerns are being taken care of - Mention a timeline, for example 24 or 48 hours - Apologize for the inconvenience caused - Gain trust by offering value added services, a discount, goodies or as applicable per business - Show empathy rather than just going all bookish, make them feel heard and not talking to some bot - Honesty always works, avoid setting fake expectations

Remember, the key is authenticity. Sincere and genuine body language fosters a conducive environment for conflict resolution. Paying attention to these non-verbal cues enhances your overall communication effectiveness and contributes to building positive customer relationships.