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Body Language. Is it Important When Talking on the Phone?

Yes, it is. That’s the simple answer.

Every time you connect with someone over the phone, be it a customer or a friend, it’s important to keep in mind that your body language in customer service makes a difference in so many ways.

It may seem unlikely, but here are some points to consider when it comes to positive body language and telephone communication:

Positive Body Language in Customer Service  

Be fully present in customer service by practicing active listening, speak loudly, and giving your full attention. A good rule to leave a lasting impression is to use a positive tone with positive energy.

When you are sitting upright, your voice is more clear than it is when you are slouching. Slouching causes breathing to become restricted, which could make your conversation appear more laboured or even dull or annoying to your caller. Your words, when you slouch, can also sound muffled and low in tone, which may signal lousy news or unhappiness to your caller, or even, worst of all… disinterest.

For excellent customer service, try saying a simple phrase (good morning, or thank you for calling…) both when you are sitting tall and when you are slumped in your chair. You’ll hear the difference.

Facial Expressions Change our Voices

This news isn’t new, but to reiterate the importance of the point – you can hear a smile. Even though the phone. When smiling, our voices are lighter and higher – sounds of happiness. Negative facial expressions have the opposite effect of course. Imagine having a miserable look on your face and answering the phone with a chipper greeting.

Not only will negative facial expressions reverberate through the line, but your mind will also be convinced by your face that what you are doing is hard, or irritating which will actually increase your stress levels and make a pleasant encounter with your caller less likely.

Don’t Fidget

Excessive and unnecessary movements (fidgeting) can be a big distraction both to you and to your caller. Background noises, like the mindless clicking of a pen, tapping of fingers, etc can be heard through the phone and can make you appear uncomfortable and restless. You’re also more likely to drop or break that pen, interrupting your concentration, and distracting others around you.

Self-Perception is Just as Important

What does your current position in your seat say about you? Good posture inspires confidence. Sitting or standing tall and taking pride in your role is a key factor in positive and effective communication. This quote says it all:

“You control your body, but your body also controls you. Simple gestures, simple postures—each makes a dramatic impact on how you think, feel, and perform,” writes Jeff Haden

Keep these tips in mind when speaking with your customer over the phone as well as in person. You’ll notice the difference good body language will make, and so will they!