Smiling With Customers

  title={Smiling With Customers},
  author={Clive Muir},
  journal={Business Communication Quarterly},
  pages={241 - 246}
  • C. Muir
  • Published 1 June 2008
  • Business
  • Business Communication Quarterly
EFFECTIVE CUSTOMER SERVICE usually relies on the artful interplay of verbal and nonverbal behaviors by service givers and customers. In the 2 decades since the publication of the influential bestseller Service America: Doing Business in the New Economy (Albrecht & Zemke, 1985), the movement toward refining the behaviors of service employees spawned a flood of “consulting firms, and even professional societies and academic research programs” (Albrecht, 2008). One nonverbal behavior that has… 

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