Welcome to 2016. Officially. 2016 is actually the year of the monkey. Here at Reamaze where customer service is central to our daily lives we officially declare this the year of the nod. It’s likely that this small but very meaningful gesture, the nod that is, is close to many of our hearts because it’s so universal in nature. And yet, we rummage about from day to day without ever thinking about its significance or the comfort that it brings us when we do see it from someone offering help or service.
Some consider the act of nodding one of the most agreeable body language motions known to man. It surpasses any facial or hand gestures we still use today and it has far reaching implications beyond a simple “yes”. When we look at the nod from a customer service perspective it can mean “yes, I agree” or “sure, I understand” or more importantly “keep going, tell me more”. This is a key differentiator when it comes to the nodding gesture: positive rapport.
Building rapport is extremely important if we’re looking for feedback without being overly inquisitive and allows us to feel like we’re connecting with another person (or group) instinctively. Nodding is also pretty addictive. The next time you speak to someone for long periods of time try to pay attention to how much you’re nodding and how much they’re nodding when you speak. It’s down right involuntary. For those of us who do want to speak and connect with customers, building positive rapport gives us the ability to be sympathetic when something goes awry for the customer or enthusiastic when something sparks a dash of joy for the customer.
All of this happens mostly on a subconscious level. We don’t ever think about it when we do it but instantly feel odd when we stop doing it. When you stop nodding, it simply means you no longer understand, agree, or perhaps enjoy the ongoing conversation. You’re probably wondering how nodding relates to customer service online. While it’s not entirely plausible to actually nod during a conversation via email or chat, there’s always more you can do to encourage your customers to share more. Ask for more details. Drill in on specific points of their concern. Sympathize with them and offer to take the extra steps to satisfy them. Proactively ask for their feedback. These are actions you can take on digitally to reinforce positive rapport and simulate the effects of nodding.
So there you go! Enjoy 2016. Best of luck and keep on nodding!