Hidden Costs of "Service with a Smile"
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Laura Hockenbury |
TEDxBoulder
• September 2017
Whether as customers or employees, we're sensitive to the nuances of customer service. But we often don't realize the costs of those welcoming expressions, nor do we consider how they’re compensated. Laura Hockenbury draws from her own experience in the service industry to encourage us to reframe our perceptions of everyday transactions into meaningful moments of human interaction, offering suggestions for people on both sides of the cash register.