Faking Your Emotions at Work
Worklife with Adam Grant
The Importance of Empowering Scripts for Customer Service in the Restaurant Business
In customer service, people often fake emotions to complete transactions. The Disney smile culture in the 70s was coercive and constraining. Good scripts empower and enable, like at Danny's Restaurants. The restaurant business is about improvising and customizing the experience for each customer. Caring isn't exhausting, but being unable to help is. The best scripts help without forcing people to put on a mask.
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