Screaming volumes without saying a word!

“Excuse me? Could I get some help, please?

Did he just roll his eyes?  Okay, maybe not, he is heading here and smiling, I must have seen my own things”. 

I started explaining my issue to the staff member, as I was talking, I noticed his posture, the way he stood half turned away from my table, the constant tapping of his pen on his note pad, and the blank expression on his face, he refused to make eye contact with me.   He was physically at my table,  though he looked like he would rather be somewhere else, doing something else, and not listening to my problems.

His demeanour screamed volumes.  “I am not listening, I don’t have time for this, I would rather be somewhere else doing something else.  Can you finish already?”

Call me paranoid, but I am a hospitality practitioner specializing in customer service and quality assurance, as such, I have heightened attention to detail.  Sadly, this means that even when I am not at work, I am at work.   So when I say there was a problem with this service person in front of me, believe me, there was a problem.   The Issue?  How he communicated. His very being screamed bad attitude, yet he did not speak a word?  How? Non-verbal communication.

His body told me everything he dare not verbalize.  His posture, facial expression and general mannerisms all indicated that he did not want to be there, listening to or dealing with my problems.  Yet he never spoke a word.

In non-verbal communication, tell-tale signs send a clear message. So that even when one does not use their vocal cords, they can still get the message across.  When serving customers, staff may be unaware that they are projecting.  The slightest roll of the eyes or the lifting of an eyebrow, turning away before a customer completes their request, and so many other such gestures.  Customers see these mannerisms and interpret them as a lack of interest, empathy, impatience, and bad attitude. They feel unwelcome and uncared for. Not good for customer service!

Non-verbal communication can also be positive. Leaning forward towards a customer shows that you are attentive, listening, and giving your undivided attention.  Smiling, the beginning of each customer encounter, signifies welcome. Shows that staff are glad to see you and happy to serve you. 

Careful with smiling though, in the wrong context, it can be misconstrued. Smiling at the wrong time might make the customer think that they are considered a joke, hence their issues will not be taken seriously. 

Customers can read insincerity and know when the person serving them is not engaged or committed. Though not speaking, staff may be communicating how they feel, by the way they carry themselves, their mannerisms and their expressions and not realise it. 

In a customer-centric organization, staff should be aware of the power of non-verbal communication. Paying attention to the following:

1. Awareness of what each gesture means to the recipient of that gesture. 
2. When facing customers, standing erect, smiling and being present. 
3. If having a difficult time, hide what they feel. The customer’s comfort and enjoyment of their overall experience is the reason why they come in the first place.  It is not to have staff dump on them because they are having a bad day.

All staff should learn about non-verbal communication and how to project in the right context.  By all means, smile and be welcoming, lean forward and be attentive, light up in welcome when you see a customer, and always be sincere.   Remember you are on stage and customers are watching!