Page 57 - Drive First Gear Complete - Web

• Smile often
at customers,
especially when you
first meet them.

• Keep a professional
personal
appearance.
• Maintain eye
contact with
customers when
talking to
them. (It’s OK
to glance away
occasionally.) CUSTOMER SERVICE / BODY LANGUAGE

• Keep a
professional, but
relaxed posture.
Don’t slouch.

• When
appropriate, take
notes of what the
customer is saying.
• Move occasionally.
For example, leaning
forward conveys
interest.
• Until welcomed in, don’t
violate a person’s personal space.
This is usually an area extending
about an arm’s length around the
person.

It’s important to be attentive to a
customer’s and / or coworker’s body
language, because there could be some
non-verbal clues being expressed.

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