Customer Service Training TIps

It’s OK to Fake it Now and Then

Not really in the mood to give great customer service? Go ahead and force a smile, straighten your posture, and hold it for two minutes. Recent research shows you’ll then feel much better towards customers and coworkers. In a study published last week in the journal Psychological Science, researchers Cuddy, Carney and Yapp from Columbia University found that when subjects changed their posture, their body either released more feel-good hormones or more stress hormones, depending on the posture. In other words, as I’ve said in my seminars when we talk about projecting a professional image, “If you act the way you want to feel, you’ll feel the way you’re acting.” Everyone has bad days. The good news is we don’t need to project it to the world. You really can fake it till you make it.

Today’s chuckle:

If you can smile when things go wrong, you have someone in mind to blame.


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Jeff Mowatt is a customer service strategist, award-winning speaker, and best-selling author. To inquire about engaging Jeff for your team visit


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