The Unspoken Language of Complaint Management

 “We want someone else to feel our pain,” says Wood, who trains call center agents on “mirroring and matching” techniques that let a customer know the agent empathizes with them.

Patti Wood, MA, Certified Speaking Professional - The Body Language Expert. For more body language insights go to her website at Check out Patti's website for her new book "SNAP, Making the Most of First Impressions, Body Language and Charisma" at Also check out Patti's YouTube channel at