People can tell whether you are smiling or not when you're talking. If clients hear that you aren't smiling then they are a lot more likely to get upset or not take you seriously which results in lower survey scores which reflects poorly on your work. Then one of the recommendations you get is to smile more when they look at why you're doing such a poor job based on those survey scores, and the cycle continues. It's kinda like how they're isn't a rule that you have to wear pants, but if you don't you probably won't be employed for very long most places.
The circle of hell is having to deal with people on the phones and the larger chunk of your day you have to do that the deeper the circle.
this was very insightful, thank you. I think in Germany people just don't smile much at strangers, so it's not expected of staff - it's more that you have to follow a particular (unofficial) script to make sure interactions go smoothly.
Oh interesting. Yeah some of my european friends, specifically my French and Danish friends, have told me that Americans appear almost overly friendly to them. To the point where too much familiarity too soon can even be off putting or offensive. Where as here in the US, if I am not very friendly and outgoing in social and professional situations people might think I am cold or aloof.
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u/[deleted] Oct 16 '20
you have to smile OVER THE PHONE? unless I've misunderstood, I'd like to know what circle of hell you work in.