I had a moment the other day, a pretty small interaction really, but it stuck with me. It was with an American Express customer service rep - now, let me tell you, they've got their customer service down to an art. It’s the kind of efficiency and professionalism that you don’t just stumble upon every day. This call was no exception. The staff member, Fernando, was exemplary in handling my query, resolving it quicker than I’d dared hope.

But it wasn’t the swift resolution that stayed with me. As we were wrapping up, Fernando, in what I assume is his usual professional manner, asked if there was anything else he could assist me with. All pretty standard so far. However, as we were signing off, he threw in a little curveball: “Have a good day and keep smiling.”

At first, I’ll admit, it caught me off guard. It felt almost impertinent. Here was a command, an imperative! It made an assumption that I was already smiling, which, to be honest, I wasn’t. But then, something about that comment just sank into me, and before I knew it, I was indeed smiling.

It was just a really lovely, human moment. In our forward thinking world, where efficiency often takes the front seat, these small human interactions can become rare. Yet here was Fernando, in contrast to the telephonic abyss that most call centres are, offering a genuine human connection. It wasn’t grand or life-changing, but it lifted my mood for the rest of the day.

This brief exchange reminded me of the power of simple, human touches in our increasingly automated lives. It’s easy to get lost and forget that sometimes, all it takes to make someone’s day is a few kind words. So here’s to Fernando and all the customer service reps out there who go that extra mile – your human touch does not go unnoticed. Keep spreading those smiles; they’re more powerful than you might think.

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