Dramarama: Coach Your Customer Experience Team From Surface Acting to Deep Acting
Miller Heiman Group
JUNE 2, 2020
When service reps channel that emotion as they respond to the customer, what they feel and express is aligned, reducing the stress of emotional effort. Customers on the receiving end may feel that a rep who is surface acting is delivering responses that are “scripted” or “canned.”. Give a New Meaning to Service With A Smile.
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