WE’RE SMILING⎟This year’s smile observations have ended, but the smiling certainly hasn’t :).
On the contrary, the wind is in our sails. Registration for 2026 is now open.
We are very glad that the campaign resonated with your company and that you have joined the initiative. With the ideas and recommendations on this page, we want to help you as a customer service employee get the most out of this initiative for yourself.
KICK-OFF TRAINING VIDEO⎟Video for customer service employees
The short webinar (30 min) video, uncut 🙂 and unedited.
Click the “Play” button in the bottom left corner of the video screen and listen-watch.
Topics discussed:
1. The 2 goals of this campaign?
2. How can a customer service employee participate?
3. The impact of smiling at the start of an interaction on the service process
4. How to strengthen your own attitude so that smiling comes naturally?
How can you as a customer service employee make the most of this initiative?
OBSERVE YOUR CUSTOMERS
As a service employee, scan the QR code yourself (or click the corresponding link on the checkout computer if phones are not allowed in the customer area) and answer the same 2 + 1 questions about, for example, your FIRST customer of the day. You can submit a new response every 30 minutes if you wish. Analyse how the customer’s emotions affect you.
ENCOURAGE YOUR COLLEAGUE
If you see that a colleague served a customer in a warm and pleasant way, tell them so.
- “You were great with that customer, even though they were quite grumpy. Let me note this down here …” (and scan the code and log the case).
- Set an example for your colleague during customer interactions and smile at the customer. If you did smile, you can cheerfully ask your colleague “Did you see the smile?”. 🙂
ANALYSE YOUR OWN ATTITUDE
Pay attention to the attitude you bring to work and how it affects customer interactions and results. Analyse how your smile influences the emotions and attitudes of your customers.
BE READY TO INFORM THE CUSTOMER
Be ready to introduce the campaign to the customer
- “You can use the QR code on that table stand to leave us a quick bit of feedback on how you felt during your visit.”
- “Thank you for smiling. We’re running a lovely positive campaign right now – it’s great to have such wonderful customers. I’ll definitely note this down.”
- (gesture towards the feedback sticker) “Our customer feedback survey has a fun twist this month – take a look and feel free to respond 🙂.”
- “Have you noticed that there’s a lovely positive initiative going on right now?”
- If a customer asks negatively about the campaign:
- “Why did you suddenly start smiling?”
(You could answer, for example: “We enjoy it, … give it a try too! :)”) - “But you’re not even smiling!”
(Answer, for example: “You know, it’s quite an art – I’m still learning :)”)
- “Why did you suddenly start smiling?”
