In china Mobile Communications Corporation (China Mobile), clerks are encouraged to have “smiling service” to all consumers, which means that no matter how ridiculous the consumers are or no matter what consumers say they must simile when they are providing a service. It is sounds like a very good strategy to improve consumers’ satisfactions and consumers’ services because of the magic power of smiling, but instead of just “smiling services”, the clerks are more likely to be forced to smile in order to get good salary. For example, my friend used to complain about his girlfriend who smiles more to her consumers instead of him, and he found out that if people are forced to smile for a very long time, they must not smile some other time to relax their nerves.

Although “smiling service” may make consumers feel comfortable, I start to question if that is a healthy competition to employees. The company force you to smile when you do not want, which seems a little cruel to me. I also heard that some of employees have to smile like 12 hours a day to get nice record. Company service need to be provided with patience and with the belief that “consumers are right all the time”, but employees need to feel happy about doing that instead of setting a strict and unhealthy rule about service. The service need to be improved, but not by forcing the employees, and I am sure that there is a better way of doing this.