Health and Human Services Secretary Kathleen Sebelius wants her new Obamacare “navigators” to remember to smile when promoting President Obama’s signature health care plan.
The 217 page instruction manual for navigators includes the following tips for dealing with customers:
2.2.1 Smile – Maintain a Positive Demeanor
This is the most simple and most powerful tip for consumer assistance (and most interpersonal interactions). Smile. Smiles are contagious; usually when you smile at somebody they will smile back at you.
Do not pretend to smile, or produce a false smile; these are easy to spot and send the wrong messages. Relax, gain eye-contact, and smile naturally. This will help consumers to feel at ease and welcomed. You will come across as friendly and approachable, setting the scene for positive interaction.
If you are talking to somebody on the telephone, you can still smile; your voice sounds different when you smile and are happy. Consumers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.