Contagious Customer Service Starts With a Smile


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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.

Wow, 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!

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on


  1. Dealing with people? My goodness it is like looking for an ounce of Gold. You have to move through a hell lot of dirt. But then this is what you have to realize that you are looking for gold and not for dirt. So be focus and smile. You can also choose to have a good laugh inside your mind when a customer shouts; take it on a lighter note 😀

  2. Andrea,

    Thanks for your comment. I love the dirt and gold analogy–so true! Plus, your last sentence about a good laugh in your mind is a great way to help keep yourself grounded with the situation. Cheers to that!


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