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Letters to a Young Manager

Mirrors, #568
LTYM >

Please note that this letter is in-process; the following are my notes

Dear Sophie,
***
When I ran a customer service department, in which we were doing support services on the phone, we installed mirrors in every one of the service people's cubicles. So that they could look at themselves while they were talking on the phone. And we would challenge them to smile. Because when they smiled, they ended up being more helpful and positive to the customer.
***
Sincerely yours,
Ed
________________________

References...

Takeaways:

When you smile, you tend to be more helpful

Discussion Questions:


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