characteristics when hiring Archives - Shep Hyken | Customer Service Expert

Smile and the World Smiles With You—Unless It’s Fake

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, which made him wonder, “Shouldn’t people greet you as warmly outside of their work environment as they do while on the job?” (more…)

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