Contagious Customer Service Starts With a Smile

Peach Ice Cream 3

Working in customer service ain’t always peaches and cream, but I am fairly certain I don’t have to tell you that because you already knew.

Dealing with difficult customers or just the demands of the public in general is enough to exhaust even the strongest of people.

And, when you’re exhausted from responding to issues, it often shows on your face, in your voice and in your body language. Smiles are lessened, voices are lower and deeper and most of the time, your legs or arms are crossed.

This blog is all about communication—verbal and non-verbal. No matter how you swing it, we’re always saying something, even when our mouths are closed.

Bring on 1989, and psychologist Robert Zajonc, who shared a very significant study on the effect of smiling: If you smile, a genuine, wrinkles around the eye smile, your mind will start to believe you’re happy. It has been proven that the more you smile, the more positive reactions others will give you. Check out “The Magic of Smiles” and “HowStuffWorks Evidence That Smiling Causes Happiness” for more happy reading.

monkey smile for good yum jobWow, so if you smile—even when you’re not really feeling it, you’ll start to feel slightly happier AND others around you will too?

The same happens when you open yourself up to the world, uncross your arms and speak in your usual voice.

Now, that’s a powerful customer service tool, wouldn’t you agree? Smile and the world smiles with you.

I hope you’re smiling today—even if you don’t feel like it!

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Jenny Dempsey is the Consumer Experience Manager for FruitStand.com and Apeel Sciences. With 16 years of building and leading customer service & experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized over the years for her work, including the The ICMI Top 25 Thought Leaders of 2021and accepting the 2019/2020 CloudCherry CX Influencer Champion award. She has a Udemy Professor with her course, "Your Customer Service Toolbox: Best Practices for Beginners" and does customer service coaching on the side. Jenny loves being an auntie to her beautiful niece, travelling the world, singing and hanging out with her toothless rescue cats. She lives in sunny San Diego, CA.

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