Body Language
In order to provide adequate and exceptional service, maintaining good body language is necessary. Body language can help make decisions for customers when it comes to purchasing, and returning business. Having bad body language basically tells the customer the lack of interest you have ensuring their needs are taken care of. On the other side, having great body language can positively affect the customer's experience with a certain problem. For instance if an employee is slouched down and non-attentive to the customer, it will further infuriate the customer causing their problems to spiral into bigger problems. On the other hand, if an employee smiles, and attentively deals with a customer problem, then the customer's experience will be enhanced. Therefore, body language is reflective of experience.
“When analyzing the way we communicate, the research numbers most often quoted are 7, 38 and 55: 7 percent of communication is received from words spoken, 38 percent comes from the tone of voice and 55 percent is based on reading the language of the body.”
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Bailey, J. (2015). Body language literacy: learn how you can better communicate with and understand your clients.(Building Your Business). Massage Therapy Journal, 54(4), 35(3).