The day before yesterday, because we wanted to buy food, we went shopping in the nearest supermarket chain. I don't know what the hell this day is, and I am particularly sensitive to the service of the waiter, especially the smile. When I was wandering around the supermarket, I noticed the service staff in various jobs.

-2-

At this time, I came to the fish selling area. The handsome young fishmonger caught my attention. His hair is so short that he can almost see the scalp, just like a girl in a see-through dress, giving people a looming feeling.

Brother Yu works hard. One minute he is planing fish scales with a big knife, the next he is cutting fish, and the next he is weighing customers.

Why is his expression so stiff from beginning to end? No sense of nature! No pleasure!

-3-

I bought some oranges and weighed them after I left the fish area.

When I approached the weighing platform (two steps away), there was a girl standing there. She has short shoulder-length hair, thick black-rimmed glasses and a shy face. On the left breast of her red work clothes, there is a work card with the words "temporary post" written on it. At first glance, she knows that she is a "novice" student.

The girl is seriously putting fruit with her head down (putting scattered fruit on a plate). She didn't notice my arrival at all, let alone greet me in a joke.

"Hello!" I said hello to her and handed her a small bag of oranges in my right hand. She quickly took the fruit without looking at me or laughing. Then she quickly "beep, beep, beep" a few times on the keyboard of the scale, and then the machine swished out a small piece of bar code. She sealed the bag with skillful movements and then put a bar code on the seal. Then she quickly handed me back the orange, and then lowered her head and was busy picking up the fruit.

Why is she expressionless from beginning to end? No sense of nature! No pleasure!

-4-

Then, we went to other areas to choose goods. When everything we wanted was bought, we walked towards the cashier.

At this time, the live broadcast rang again. "Did you laugh today? Please learn to use polite language to me ... "This broadcast will be repeated several times every once in a while. I don't know what the on-site service personnel think when they hear the content of this broadcast. Anyway, I find it ironic.

-5-

When I arrived at the cashier, my little sister at the cashier said to me in a very skilled way: "Hello, sir! Do you have a membership card? "

She has no expression, which gives me the impression that she is just reciting service terms, according to the meaning that I am not welcome.

She finished my membership card and then got busy. Her eyes focused on the computer screen for a while, and then on the bar code of the goods; At the same time, one hand is scanning the machine with a commodity, and the other hand is tapping the keyboard frequently. At this time, how do I feel like a robot!

Why is she expressionless from beginning to end? No sense of nature! No pleasure!

-6-

Then, I took the shopping receipt to the customer service center to stamp it. M-girls stood there in the customer service center, expressionless and without a smile. The girl who received me spoke to me in robot-like service terms.

At this point, my feeling is that they are sorry for the word "customer service center".

My wife seemed to see my mood and said half jokingly, "Why don't you write a letter to the leader of this supermarket!" " "

I said, "I will only give feedback to stores that are willing to accept customer supervision. There is no obvious feedback channel here. Obviously, customers are not encouraged to give feedback. "

-7-

Why don't the employees in this supermarket want to laugh?

According to my years of experience in the service industry, there are several reasons:

First, the concept of enterprise service. Obviously, the "service concept" of this supermarket is just a slogan.

Second, the leaders didn't choose the right employees, or set an example.

Third, there is no smiling atmosphere at work, and the smiling atmosphere created by the radio station is just the wishful thinking of the leaders.

Fourth, employees don't think that serving customers is a happy thing, and ta just works for the sake of work.