Appropriate Body Language Front-End Customer Service Revenue Cycle Department
Eye Contact• When is Eye Contact Overdone? – When you stare.• When is Eye Contact Underdone? – Not looking at a customer or patient when they speak with you.• When is Eye Cotact Just right? – When approached by a patient, focus on the whole face – rather than just the eyes – and occasionally look away
Facial Expressions• When are facial expressions overdone? – When they aren’t appropriate to the situation.• When are facial expressions underdone? – When you are caught daydreaming or giving the customer a blank stare when something more is appropriate.• How to maintain a “just right” facial expression: – Shoot for “relaxed and pleasant”
From the Waist Up• Clues to impatience: – Leaning back or stepping away – Turning your body away from the customer – Pushing away from your desk or table – Gathering up papers – Closing your briefcase while somoene is still talking
Nodding• A good, universal way to let people know that you are paying attention.• Particularly useful when you don’t want to interrupt.• Easy to overdo, if you continually nod while someone is talking – conveys impatience.
Personal Space• Zone 1/ Intimate (0-2 ft): romantic partners; family; close friend; children.• Zone 2/ Personal (2-4 ft): customers; careful not to move into the “intimate” zone.• Zone 3/ Social (4+ ft): teachers in classrooms; boss at meetings; instructor in training; possible to be too far away.