Emotional Labor & Making CUSTOMERS Happy.

One of the most vital parts of working emotional labor jobs involves serving customers as best as possible. Many businesses implement the “service with a smile” requirement, which seeks to provide customers with the most delightful interactions. This gives it a sense of “the customer is king,” and for each employee it is important to give off this message in order to uphold business reputation and to keep customers coming back.
Although this clip is entertaining, it also exaggerates the feelings of employees and management who work hard to maintain “service with a smile.” We see the employee turn to speak to the customer politely, yet when he turns around to interact with his co-workers, we are shown his use of acting (surface or deep acting). In reality many customers are unaware of the employees true emotions, as well as the interactions behind the scenes. Another interesting point the video expresses is the different levels of stress the employees were subjected to from the owner to the manager to the employees, all in order to fulfill “service with a smile.”