Appropriate Smiles

Customer service training stresses the importance of smiling. Not only is a smile valuable, but it must match what’s happening in order to be effective.

For example, if a customer is dangerously upset about how she has been treated, smiling at her can be seen as condescending, adding even more fuel to the fire. That’s why smiles need to be appropriate to the situation and customer’s state of mind. Smiling at the wrong time can send the message that you don’t take them seriously.