Appropriate Body Language

Front-End Customer ServiceRevenue 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.