Here are the top nine negative body language signals and gestures that you absolutely must avoid when dealing with an angry customer in a tense situation:

1 Wrong Facial Expression
Always be mindful of your facial expression when communicating with a customer, especially when you are upset about something. Check with your co-workers, supervisor, and friends if you display upsetting facial expressions such as rolling your eyes, frowning, or an inappropriate smile when experiencing a tense or unhappy situation.

You should always provide a calm, sincere, concerned, and interested facial expression to show the customer that you care, appreciate, and acknowledge their comments and complaints about their unpleasant experiences. Avoid smiling when a customer is expressing anger. If he does, it may further upset the client by making him feel that he is not taking her problem seriously.

2 annoyed voice tone
Did you know that people actually respond more to how you say something than what you say? And when you sound upset, impatient or condescending, it will make the already upset customer even angrier. But on the contrary, when you sound confident, the client will think you know what you’re talking about and eventually it will be much easier for you to calm him down.

He will sound annoyed when his pitch rises at the end of a sentence, it will make him sound like he is asking a question. Record and listen to yourself speaking into a tape recorder. And if you hear your pitch rise at the end of the sentence, start practicing speaking with a more even pitch by ending your sentences on a lower note. It will help you sound confident and competent when you speak.

Upset customers will eventually calm down much easier and faster, as they find it reassuring and comforting when you respond to them in a calm, firm, caring, and reassuring tone.

3 Closed gesture of defensive crossed arms
Defensiveness, an unwillingness to listen, and a resolutely closed mind are the messages of the crossed arms gesture. When serving an upset and angry customer, uncross your arms to show her openness and to show that she is listening carefully.

4 Negative Body Posture
Always maintain an open, non-threatening body posture to avoid further irritating an angry customer. Don’t crowd it and provide plenty of personal space by standing far enough away.

Stand or sit up straight to show that you are attentive and listening to your customer. Avoid slouching or slouching as this will appear inattentive and disinterested.

5 Touching and Physical Contact
Avoid touching an angry and upset person at all times as it can further provoke them and even lead to adverse violence.

6 Cursing and Dressing
Staying calm and patiently responding when someone curses at you and annoys you is a sign of strength, not weakness. Always behave in a calm and consistent manner when responding to an angry customer. Remember that you are a professional who represents your company and there is never an excuse to curse or curse even if the client does.

7 Eating, chewing and nibbling
When you are communicating with the customer over the phone or face to face, do not chew gum, eat or nibble on any food. These are considered very upsetting acts in the eyes of all customers, and will further upset an already irate customer.

8 Sighing Sighing Sighing
Don’t sigh in front of an angry and upset customer, as it only suggests annoyance, impatience, and dissatisfaction, and will make an already tense situation even worse.

9 Slow Motion Dilly-Dally
Angry and upset customers are already impatient and expect you to respond to their needs and requests quickly. Move quickly and don’t waste time when you’re helping these customers.

The final words
Your body language cues and gestures will constantly project your attitude in the public eye. And you should always make sure that your attitude is “I will go the extra mile to help and assist to the best of my ability.” Keep in mind that the same quality of service will also be expected of you when you are the customer.

Always remember that your job is to help your customers by professionally attending to their needs and solving their problems. If you really can’t stand helping angry and upset people, it is recommended that you request a transfer to another department with different roles and responsibilities.