Each person has a personal space that not just anyone can access.
Posted: Mon Jan 06, 2025 6:11 am
They convey very little information, but there are gestures such as nodding that contribute to active listening with our client.
The hands
Did you know that they are the most visible part of the body after the face? They are very useful in our goal of serving the customer since they accompany what we say and emphasize the message.
Body posture
It includes the way we walk or stand, the position of our body and the gestures we make. The ideal posture is upright and slightly leaning forward, as it shows approach. Likewise, continuous changes in posture express tension. Avoid gestures such as crossing your arms, as they can be interpreted as inactivity, and also avoid frowning or raising your shoulders when asked questions by clients, as they could be interpreted as annoyance or ignorance.
Distance-proximity
This space varies depending on the person, culture, age... For example, as a result of the health emergency situation experienced with COVID-19, many people have increased their personal kazakhstan phone data distance even between people they trust. To have a reference, we will rely on the theory of Hall, ET (1976) who classified personal distance into four zones:
Intimate zone: Space of 0-45 cm. This is the area of intimate relations where physical contact can occur at any given time, so we will not use it in customer service as they will feel “invaded”.
Personal zone: Space of 45-120 cm. This is the zone of close relationships. By stretching out our arm we could touch the person we are having a conversation with.
Social zone : Space of 120-365 cm. It is the zone of relationships with people with whom we have little or no relationship, such as strangers or acquaintances.
Public area : More than 365 cm. Used in formal events or when interacting with an audience.
Physical contact
Appropriate physical contact will depend on the particular context, as well as the relationship between the interlocutors, and may indicate proximity when it occurs reciprocally. A priori, the most important thing is to recognize the appropriate personal distance and respect it.
Personal appearance
It refers to our external appearance, so it is essential to take it into account when dealing with customers. It not only represents our personal image but also that of our company. Take care of your clothing, personal hygiene and, ultimately, the details of your image to give an appropriate and professional personal image.
Improving communication as a strategy in customer service
In short, interpersonal communication is a key aspect to take care of if we want to provide adequate customer service. We must also keep in mind that, although interpersonal communication is a very important aspect, everything in the company communicates: the decoration, the cleanliness, the background music, the social networks... Therefore, taking care of all these details will provide better service and will encourage your customers to return.
If you want to learn about this and other strategies, I encourage you to take a deeper look at the course Service Strategies: Quality and Customer Orientation, as in it you will learn, among other things, to identify those strategies aimed not only at improving communication, but also at improving the attention and service provided to the customer.
Check our website for access requirements for all these specific courses for the hospitality industry , or if you prefer, contact us directly and we will help you resolve your queries. To do so, you can contact us on the free phone number 900 100 957 or send us an email to [email protected] , we will be happy to help you.
The hands
Did you know that they are the most visible part of the body after the face? They are very useful in our goal of serving the customer since they accompany what we say and emphasize the message.
Body posture
It includes the way we walk or stand, the position of our body and the gestures we make. The ideal posture is upright and slightly leaning forward, as it shows approach. Likewise, continuous changes in posture express tension. Avoid gestures such as crossing your arms, as they can be interpreted as inactivity, and also avoid frowning or raising your shoulders when asked questions by clients, as they could be interpreted as annoyance or ignorance.
Distance-proximity
This space varies depending on the person, culture, age... For example, as a result of the health emergency situation experienced with COVID-19, many people have increased their personal kazakhstan phone data distance even between people they trust. To have a reference, we will rely on the theory of Hall, ET (1976) who classified personal distance into four zones:
Intimate zone: Space of 0-45 cm. This is the area of intimate relations where physical contact can occur at any given time, so we will not use it in customer service as they will feel “invaded”.
Personal zone: Space of 45-120 cm. This is the zone of close relationships. By stretching out our arm we could touch the person we are having a conversation with.
Social zone : Space of 120-365 cm. It is the zone of relationships with people with whom we have little or no relationship, such as strangers or acquaintances.
Public area : More than 365 cm. Used in formal events or when interacting with an audience.
Physical contact
Appropriate physical contact will depend on the particular context, as well as the relationship between the interlocutors, and may indicate proximity when it occurs reciprocally. A priori, the most important thing is to recognize the appropriate personal distance and respect it.
Personal appearance
It refers to our external appearance, so it is essential to take it into account when dealing with customers. It not only represents our personal image but also that of our company. Take care of your clothing, personal hygiene and, ultimately, the details of your image to give an appropriate and professional personal image.
Improving communication as a strategy in customer service
In short, interpersonal communication is a key aspect to take care of if we want to provide adequate customer service. We must also keep in mind that, although interpersonal communication is a very important aspect, everything in the company communicates: the decoration, the cleanliness, the background music, the social networks... Therefore, taking care of all these details will provide better service and will encourage your customers to return.
If you want to learn about this and other strategies, I encourage you to take a deeper look at the course Service Strategies: Quality and Customer Orientation, as in it you will learn, among other things, to identify those strategies aimed not only at improving communication, but also at improving the attention and service provided to the customer.
Check our website for access requirements for all these specific courses for the hospitality industry , or if you prefer, contact us directly and we will help you resolve your queries. To do so, you can contact us on the free phone number 900 100 957 or send us an email to [email protected] , we will be happy to help you.