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Communication is not just about words. Get greater insight on the true
feelings and intent of a person by learning to read body language.

Body language like all other forms of communication is very relevant in

providing excellent customer service. This form of communication may

be misinterpreted; however, it is very important when it comes to

dealing with customers.

Some Gestures

 A frowned brow communicates displeasure, arrogance or anger.

 Staring at a customer…establishing eye contact is different from

staring at a person.

 Pursed lips indicates distaste, disapproval or distrust.

 Lip biting shows anxiety or stress.

 Yawning suggests lack of interest in the subject of discussion or
encounter.

 Clenched fist….anger or solidarity.

 Pulling up the thumb to signal OK can be understood but their
meaning can differ depending on the country and culture.

 Crossed arms….feel defensive, self-protective or closed.

 Standing with hand placed on hips…..ready and in control; sign of

aggressiveness.