Body Language Boosts Customer Service Interview Success

Posted by in Customer Service


Looking for a hot new job in the New Year? Customer Service was ranked #10 in a list of the “13 Hot Jobs for 2013,” according to Randstad via PR Newswire. Hot means plenty of jobs available. Hot also means recession-proof. The number of online sites for shopping, information, products and services is ramping up the demand for excellent customer service reps. Brick-and-mortar stores also need service reps to keep customers coming in the door and protect their share of the market.

 

Customers have so many choices for products and services. There are hundreds—thousands—of websites for shoes, clothing, electronic equipment, home furnishings, phone and cable services and information. The choices are staggering. Just because customer service jobs are plentiful, it doesn’t mean they aren’t competitive. The quality of customer service is the one factor that sways a customer to choose one provider over another. The quality of customer service representatives is critical to attracting and keeping a happy customer base. 

 

According to a Forbes.com article, “10 Simple and Powerful Body Language Tips for 2013,” the right body language can give you a leadership advantage. The same could be said for an interview. Some of these tips can make sure your body language and your words are in sync.

 

  1. Replace your Smartphone with a newspaper. The article refers to studies done by Columbia and Harvard Business Schools that found an upright, expansive posture raises power and confidence-boosting hormones and reduces cortisol, which increases stress. Hunching over a Smartphone while texting or reading the screen is just the opposite. Reading a newspaper forces the body to sit up with feet on the floor and arms wide open, holding the paper. Get the latest news from the newspaper before an interview to boost confidence. 
     
  2. Avoid the Fatal Four. Touching your hands or face, crossing your arms or leaning away in a conversation are all signs a person may be lying! Done in combination, this is a dead giveaway.
     
  3. Smile. Many hospitality companies hire smiles. You can’t train people to smile. It has to be natural. A smile is the first rule of good customer service, even if you’re on the phone. A smile comes through, and is essential in an interview.
     
  4. Be agreeable. Smiling, leaning in and nodding your head in agreement are all friendly gestures. But don’t be a bobble-head. You can’t fake friendly. Relax and be yourself.
     
  5. Curb your enthusiasm. Customer service reps should be friendly, not scary. Too much enthusiasm may seem fake or make an interviewer uncomfortable. Watch your tone of voice and gestures. A lot of high-pitch expressions and arm waving will have you heading for the door.
     
  6. Make a positive first and last impression. Shake hands. If you don’t know how to do it, get a coach and practice. Nothing is worse than a limp, hesitant handshake. Or a bone-crusher or someone who holds on just a little too long. Don’t forget to make eye contact and say “thank you” while shaking hands. 

 

These are simple tips that are often overlooked or forgotten in the stress of an interview. Interviews are considered “dry-runs” by some hiring managers. Through the course of a half-hour or hour, skilled interviewers know what to look for. They can separate the overly eager from authentic service professionals. Use these tips to make the right impression and land your hot job for the New Year.

 

Photo Source: idea go / Freedigitalphotos.net  

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  • Carol M
    Carol M
    Great write up!  These are great suggestions and I want to say thanks for putting them out here--along with the other articles that we can review!
  • Mary Nestor-Harper
    Mary Nestor-Harper
    Thanks, Sheila.   Best of luck in your job search.
  • Sheila J
    Sheila J
    I think this information will be helpful, and I entend to use it as soon as possible.
  • Mary Nestor-Harper
    Mary Nestor-Harper
    Glad you found the article helpful.  Doyle, it's true it's tougher to get an interview after 60, especially when employers insist you put your birth date on an application.  Age is just a number, and if you've been self-employed for a long time, it's even more difficult.  Some employers are concerned you won't make the transition to a structured work day.  Don't despair.  Keep at it.
  • Kattie J
    Kattie J
    All I've ever done was Customer service, mainly in a call center atmosphere which I enjoyed very much, however been out of work for a year, now it seem no matter how I try I can't seem to get a face-to-face interview. I notice a lot ofemployers are looking for someone with a B.A degree regardless of your experience. Any suggestions??
  • Juan O
    Juan O
    I have been looking for a steady job for the last 2 years but could never get past the first interview. Upon reading the information above I realize I was doing some of those actions. So thank you for making me aware of them.
  • Janet B
    Janet B
    I believe I have done everything you suggest in an interview, and yet I am not offered the job. Why?
  • Sonia c
    Sonia c
    This article is very helpful good to know this important points ,I will considered in my next interview thank you .
  • doyle t
    doyle t
    Saturday January 19th 2013.    Hello, I have been self employed most of my life; And I've been looking for long term employment for years Now being over the age of 60 It seems I can't get a call back nor do I know how to properly interview. I believe this will be a very helpful article for someone in my position, once I get an interview. keep up the good work I'm sure I can learn a lot more Thanks.
  • Mary Nestor-Harper
    Mary Nestor-Harper
    Thanks, Jonathan, for your comment.  It's great to know the articles are helpful.  Good luck in your job search!
  • Jonathan M
    Jonathan M
    Your article about how to "land" a new job is fantastic. Thank you for your insight and good recomendations. I believe your advice is totally noteworthy, and much needed. Again, thank you.

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