AM Online

Law: Could this be the end of “sorry to keep you waiting” and artificial smiley customer service

Professor Dr Dieter Zapf (checkout his website at Frankfurt University – he’s almost smiling!) has done research into “emotional job requirements”.

He gives examples of flight attendants treating even impolite guests in a friendly manner and a nurse showing empathy towards a patient and there’s my bugbear – shops and banks automatically apologising for keeping you waiting when they blatantly couldn’t care less!

Dr Zapf concludes that fake friendliness by repressing true feelings can lead to depression, stress and a lowering of the immune system.

Visit or call 0870 26 77 118 for more information.

If you are not a registered user your comment will go to AM for approval before publishing. To avoid this requirement please register or login.

Login to comment


No comments have been made yet.