Final answer:
When managing a customer complaint, it's important to maintain eye contact, demonstrate attentive body language, and focus on resolving the issue respectfully and positively.
Step-by-step explanation:
When dealing with a customer complaint, your eyes should maintain eye contact. Maintaining eye contact is crucial as it indicates that you're engaged, alert, and actively listening to the customer. It's important to be aware of your body language, keeping your posture open and friendly, without crossing your arms or fidgeting. Appropriate facial expressions and nodding show that you understand the customer's concerns. While maintaining eye contact, be sure to choose your words carefully and stay calm. Your aim is to focus on solving the problem and provide excellent customer service, demonstrating respect and a positive attitude throughout the interaction. Remember to avoid staring, which can be perceived as aggressive, and avoid looking away frequently, which can be seen as disinterest or rudeness.