Customer Service

Module 4

Objectives What do you understand by the term

“Body Language”

In this module we will focus on how our

BODY LANGUAGE plays the important role
in creating a MOMENT OF MAGIC

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 Body Language Body Language
Body language is a type of non verbal communication that relies Dress-Uniform
on body movements to convey messages. First impressions are immediately formed just
by the way we are dressed
✔ Dress
✔ Body Posture Dressing smartly is as important as speaking
✔ Facial Expression smartly
✔ Eye Contact
Always upkeep your uniform
✔ Size of Pupils
✔ Space Uniform to be worn as per company guideline
✔ Gestures
Respect your uniform

Body Language Body Language

Body Posture while sitting-Male
Body Posture
Body posture includes the way
you sit, walk, stand, or hold your head

This type of nonverbal communication

includes your posture, stance and the
subtle movements you make.

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 Body Language Body Language
Body Posture while sitting- Female Body Posture of the head

Body Language Body Language

Body Posture while walking
The Right Postion is:
Knees Relaxed
Weight and Energy Forward

Arms Down and Relaxed At Your Sides

Fingers Relaxed; No Fists
Head Erect
Shoulders Relaxed

3 Upper Body Erect, But Not Rigid

At least three elements must point in the same direction.

Body Language Importance of correct
body posture
✔ Your body language can help
you engage your audience
✔ It makes you look
presentable
✔ It displays confidence and
you look relaxed
✔ It helps you connect with
Correct Body Posture your audience

Body Language

Facial Expressions
The human face is extremely expressive,
able to convey countless emotions without
saying a word. Example,

☺ A simple smile can indicate our

approval of a message

☹ A frown might signal displeasure

4 or disagreement
 Let us have a look at most commonly seen Happy Scared Angry
facial expression

Disgust Surprised Sad

Body Language Body Language

Eye Contact Size of pupil
Size of the pupil varies with the body language of an individual
• Helps you to read your customer Example:

• Shows your interest

• Show your confidence
• Displays you have complete knowledge
of the SOP’s
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Dilated pupil = Pleasure Non-dilated pupil = Displeasure

 Body Language Body Language
Space Space
Have you ever felt uncomfortable during a conversation because the other
person was standing too close and invading your space?

Did you take a step back?

Yes! That is because they entered into your

personal space.

Remember,
Always maintain a professional space
during conversations.

Generally a one arm distance

Body Language
Space

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Remember, with correct body language we can definitely
create an impact on the passenger and make his experience
“MOMENT OF MAGIC”