Nonverbal communication plays a crucial role in customer service. Even on the phone, body language affects your actions and appearance toward customers.
The more mindful you can be of these actions, the better your conversations will be. You’ll create positive customer experiences and generate more sales for your business.
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Learn MoreIn this post, we’ll break down the different types of nonverbal communication and their use in the workplace. But first, let’s define nonverbal communication and why it matters to small business owners.
What is nonverbal communication?
Nonverbal communication means interacting with people without speaking. It involves gestures, body language, and physical actions that convey a message.
Why is nonverbal communication important?
Nonverbal communication is important because it illustrates information and emotions. You can often assume someone is happy if they’re smiling and upset if they’re frowning. These context clues tell us how others feel or provide more information about an unclear message.
As a business owner, nonverbal communication is vital for customer service. Details like body language, tone, and facial expressions provide insight into how customers feel. These factors help you respond to comments and create positive experiences.
Let’s review a few examples of nonverbal communication and what you can do to improve your customer service skills.
8 Nonverbal Communication Examples
- Posture
- Facial Expressions
- Distancing
- Gestures
- Eye Contact
- Tone & Volume
- Imagery
- Written Communication
1. Posture
Posture is one of the first things people see when they speak with you. Posture is how you position your body when someone is speaking. Your stance and how you sit significantly impact how others perceive you.
For example, if I stand with my arms crossed, I’m less approachable than if I put them by my side. When they’re crossed, I might signal to others that I’m anxious, uncomfortable, or unsure about the situation. I might not really feel that way, but my body language suggests otherwise.
A more positive or “open” posture might be to rest your arms by your sides. Tilt your chin up and stand (or sit) up straight, facing the person you’re speaking to. This posture will signal that you are open to conversation and make you appear more confident to others.
2. Facial Expressions
Facial expressions can tell people exactly how we’re feeling. They’re our immediate response system to comments and convey various emotions.
As a business owner, learn to effectively deliver and interpret facial expressions. When you work with customers, it often helps to have a so-called “poker face.” You might hear things you don’t like, and you have to control how you respond to them. If customers know you’re upset, they’ll think you disagree with them or don’t care about their comments.
On the other hand, you also have to read your customers’ facial expressions. They’re clues into how a customer feels, and they help you navigate tense situations and capitalize on opportunities to upsell. The better you get at interpreting expressions, the easier it will be to communicate with customers.
3. Distancing
Distancing refers to how far you stand away from someone. In customer interactions, if you’re too far away, you’ll look uninvested. If you’re too close, that might be seen as confrontational or a violation of personal space.
While it depends on where you are and who you’re talking with, it’s best practice to remain two or three feet away from the person you’re talking to. It’s close enough to show you are listening but not so close that it’s awkward.
4. Gestures
Gestures are the physical movements we use to convey messages. Actions like waving, pointing, and hand signals fall into this category.
Gestures provide more information about a topic or reinforce how we feel. For example, if I want you to look at something behind you, I might point at it. Or, if I was excited, I might wave my hands dramatically to show how I’m feeling.
When you talk to customers, try to use gestures for information, not emotion. Gestures are great for clarifying details but can also escalate how we feel. Limiting your actions will ensure your gesture will work in your favor instead of riling up a customer.
5. Eye Contact
Eye contact shows people you’re listening and that you respect what they have to say. If you don’t maintain it, you might seem distracted or uncomfortable with the customer. That could lead to negative interactions in which the customer thinks you don’t care about their experience.
Instead, maintain a comfortable level of eye contact throughout the conversation. Try not to stare, and nod your head in agreement to show you’re listening. These details, and the rest of your body language, show customers that you’re giving them your undivided attention.
6. Tone & Volume
While it might seem odd to include these in a list of nonverbal communication examples, remember this: Your tone isn’t what you say but how you say it. It’s the inflections in your voice that convey emotion. For example, I would take a deeper, professional tone if I wanted to be serious. Or, I would soften my voice if I wanted to be lighthearted.
Volume also makes a difference. If you’re loud, you might come across as aggressive or obnoxious. If you’re too quiet, you might seem timid.
When working with customers, it’s best to take a professional tone. As customer relationships grow, you can adapt your approach to be more friendly and conversational. That will let people know that you remember them and are excited to see them.
7. Imagery
Sometimes, imagery helps us share our message. Like on social media, we’ll use pictures or graphics to support our point. These objects can stand alone or complement what we say to others.
Here’s an example:
The person in this photo is holding a poster for an NBA team. From this image alone, we know this is a Boston Celtics fan rooting against the Miami Heat. They haven’t said a word, but we learned a lot about this customer just from the image they’re holding.
8. Written Communication
Written communication means interacting with others through text. It includes email, social media, and SMS messaging — even this blog post is an example of written communication.
Writing is one of the most powerful forms of nonverbal communication. It lets us consolidate our thoughts and present ideas in an organized fashion.
As a business owner, it’s hard to escape written communication. It’s important to be comfortable writing emails and responding to customers via text. Consider a tool like Grammarly if you need some help fine-tuning your writing.
Using Nonverbal Communication With Customers
If you want to have positive conversations with customers, it starts with nonverbal communication. They’ll notice your posture and facial expressions before you even speak. So, you can position yourself for success by being mindful of these actions and using them to convey the right message.
Save this list and be mindful of the different types of nonverbal communication that affect customer experience. The more you can improve your body language, the better you’ll be at delighting customers.
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