CSE BLOG

The Power of a Smile

How far can a smile travel?  In 1990, the first American customer service driven smile traveled almost 5000 miles, took root, and stayed.  With the opening of the first McDonalds in Moscow, standard corporate training on how employees can create a successful customer experience was first introduced.  Step one?  Smile.  Where being stoic had been the customer service norm, this newfangled, unprecedented training gave Russian employees and customers an emotional culture never before seen.  In the politically tumultuous nineties, the McDonalds in Moscow became an island of light and humanity in a dark time.

CSE on the Fly: Featuring Lise D'Andrea–the Expert Behind Customer Service Experts

Welcome to CSE on the Fly, a question and answer forum where we ask industry leaders compelling questions to understand the roots, development, and growth of exceptional customer service.