Hidden Costs of “Service with a Smile”

Whether as customers or employees, we're sensitive to the nuances of customer service. But we often don't realize the costs of those welcoming expressions, nor do we consider how they’re compensated. Laura Hockenbury draws from her own experience in the service industry to encourage us to reframe our perceptions of everyday transactions into meaningful moments of human interaction, offering suggestions for people on both sides of the cash register. Laura’s work as a Sales Specialist at REI inspired her thesis for Upaya Zen Center's Buddhist Chaplaincy Program and her TEDx talk. Drawing from her own experience, Laura’s talk takes a systems approach in exploration of our relationships with people working in the customer service industry.