How to Read a Customer: The Language of Body


Learning session/keynote/Individual coaching

What message are you sending? What message are you receiving?

The body and face send ‘silent messages’ that pack a wallop by telling us what our customers want. Identify clusters of body signals to proactively anticipate how to serve customers better and enhance customer services experiences.

  • Manage your body responses to communicate approachability, friendliness, confidence and competency and to avoid language that sends negative closed signals.
  • Examine body cues that signal when the customer needs more information, help, space, and explanation.
  • Explore how to use space, orientation, posture and positioning to defuse angry and defensive customer actions.

Learning Outcome

Command your body language to send positive signals. Read customers to anticipate how to serve them better.