Customer service in the retail sector

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Adjusting the volume to the right level will convey confidence and persuasion. Too low a volume indicates submission or sadness, while too high a volume indicates aggression. Find the middle ground!

The tone
The tone used can change the message we convey. For example, a message conveyed with little intonation conveys boredom or sadness. Therefore, use intonation to give strength to your message, it is a good ally!

Speech fluency
To convey competence and confidence, it is advisable to speak fluently. To do this, pronounce appropriately, try not to use long periods of silence and do not overuse filler words.

The speed of speech
While a slow speed causes boredom, too fast a speed makes language difficult to understand. Therefore, keeping the right pace will allow you to be understood easily.


55% of body language
The eyes and the gaze
If we look at our client while he or she is speaking, we will elicit more of a response from him or her and we will also be helping him or her feel cared for and listened to. If we are the ones speaking and we look at our client, he or she will perceive us as more persuasive and self-assured. However, avoid keeping your gaze fixed for a long time (this shows aggression) or looking away, as this will be perceived as nervousness or insecurity.

Facial expression
They say that the face is the mirror of kazakhstan phone data the soul… Right? Through it we show our emotional state, we accompany our verbal message and we provide feedback to our interlocutor. Since its control is difficult to learn, the ideal is that our facial expression is coherent and congruent with the message we want to convey.

The smile
Without a doubt, a “must have” for customer service. It will be our main ally in dealing with them, so don’t hesitate to use it. Use it when welcoming and saying goodbye, and during the conversation, use it when it is coherent and congruent with the message. Don’t forget it even when you serve your clients on the phone! Try it and you will see how your message changes tone if you say it smiling.

Head movements