Welcome to Audio Learning from Assemble You.

The bulk of customer service training concerns what we say to customers, emphasising the rehearsal of scripts, sales pitches and language best practices to maximise the chance of a positive customer experience. But this is only half the story, as body language and non-verbal communication play a crucial role in customer service as well. It’s often not what you say but how it’s said that has the most impact and the greatest lasting effect on a customer.

In this track, we’ll discuss how you can use better body language to improve your ability to deal with customers face-to-face in this uniquely challenging industry, and why it’s so important to take into account.

Further info:

• Download the Transcript for this Episode
• Download the Key Points Infographic

Reading List

• [Article] Albert Mehrabian British Library
• [Article] 13 Body Language Tips That Can Make or Break Your Customer Service Clint Fontanella
• [Article] 12 tips to improve your body language in customer service Indeed
• [Article] Using hand gestures when we talk influences what others hear Ibrahim Sawal
• [Article] Pay Attention to Your Body Language When Giving Feedback HBR
• [Article] 10 Body Language Tips That Will Make You A Customer Service Star Kelechi Okeke