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Working in the service industry is difficult for a number of reasons. Apart from having to deal with difficult customers and work dauntingly long and hard shifts, there’s also all of the fake niceties people have to take part in—so much, in fact, that it gets ingrained into their habits.
Things like the customer voice, the polite mannerisms, and the smiling are assumed beyond their service duties, coming out with (and often freaking out) family, friends, or everyone else who might be the target of said niceties. And, most of the time, it’s anything but authentic.
The internet has been discussing this on a number of social media platforms, sharing their own stories of how much acting they have to employ during work and how much it stays with them outside work.
Check out some of these stories in the list found below. And why not vote and comment on the ones you liked!
This post may include affiliate links.
#1
One time I used my retail voice on a coworker and she was like, “Don’t use your customer voice on me, I know you’re dead inside like the rest of us, it’s just frightening and weird”
Stan Chung 3 years ago
Good thing I got out of the service industry before I became dead inside. It's rough attending to people unloading at you for their bad predicament.
RELATED:
#2
The other day I asked for a table for two in my customer voice and the waitress squinted at me and I cleared my throat and said “Sorry, still in service mode” and she dropped hers and we swapped stories about our day and my boyfriend was like “You two just became two entirely different people in like .5 seconds…”
#3
Teaching has 4 different voices. The I am the authority but still friendly voice for kids, the customer service voice for parents, the professional voice for admin, and the regular voice for trusted coworkers
#4
The acting required in the service industry is beyond the pale. My cousin freaked out when she came to see me at work because I was all smiling and nice while helping someone who was asking inane questions and who basically forced me to walk them to the product and put it in their f!@#$%^ hand but I was nice as pie until I turned around to walk away and my demeanor changed back to normal and I muttered “what a f!@#$%^ moron” under my breath as I got back to my cousin. She just looked at me shocked and said “no wonder you’re so exhausted when you get home.”
#5
I always got my friends and family weird out by my working voice and mannerisms. My boyfriend was always annoyed every time that I said "unfortunately" before every sentence. "Unfortunately we don't have anymore eggs in the fridge", "Unfortunately I can't go open the door for the cat right now." It took me some weeks to learn how to shut down the facade after getting home from work.
Stan Chung 3 years ago
It becomes automatic, like how I dream of wiping tables and clearing the dishes in my nightmares.
#6
When I worked in tech support I would often end up getting callers that were difficult escalated to me, wasn't my job, but my nickname was bomb squad tech because I could diffuse even the most pissed off caller. Some of the managers would tease that I pulled out my, "kindergarten teacher voice" which was, in their impression, both threatening and compassionate at the same time.
I was, and still am a master of crushing Karen's dreams of speaking with a manager.
#7
I once went to get some lunch after a shift to the sushi place near where I used to work. After I ordered takeout, I sat next to the register and just started scrolling on my phone. Well, a couple was about to leave, they said goodbye, the people behind the register said good bye, I said goodbye. I have not heard such sincere laughter from anyone but those people working in the sushi place
#8
I work in construction and I don't deal with customers every day but I do most days and when we get a new guy hired on it's always funny to see them hear my professional voice for the first time. I have a southern accent and cuss quite a bit but when I deal with a customer I'm completely professional. No cussing. Very knowledgeable about any question they ask. Southern accent gone. Everything professional and they usually look at me like they saw a ghost or the living representation of schizophrenia or something. They lose it because they've usually spent 3 days hanging out with this kinda redneck beer drinking southern dude and then at the drop of a hat I turn into the most professional well rounded person you could deal with.
Stan Chung 3 years ago
The clientele voice. I'll admit I'll try to sound more 'English' when there's a Caucasian exec/client around. Otherwise i'll no doubt be in my more comfortable 'Manglish'.
#9
I get a Southern drawl! I'm not from the American South. I have NO idea where it comes from. Everyone becomes 'dear' or 'honey' regardless of age and gender. I do tend to sound a bit vapid, but I investigate insurance fraud so that much is intentional. It's much easier to get the info I need if my clients think I'm dumb.
A.M. Pierre 3 years ago
I'm not 100% sure if they're saying they try to sound vapid and dumb and then also affect a Southern drawl for some reasons or if they're saying Southern accent = dumb. If it's the latter, then thanks so much - you're part of the reason why 8-year-old me decided to actively change her native Southern accent since I already had realized people stereotype it as "sounding stupid." It's one of those things where I'm glad I did it but sorry I had to.
#10
I love wearing a mask while being a waitress. None of the customers can see or hear me grumble at them and when they annoy me all they get is a blank stare. I have to answer the phone in my forced smile so many times, so I don't come across rude when people are calling in for take out at our busiest time of night.
#11
I have a very gentle, soft yet articulate “helping elderly people with lunch” voice still left from my internship at a nursing home and it still breaks through when I ask my friends what they want to drink.
#12
I’ve been a receptionist/front desk person for the majority of my jobs. It is absolutely exhausting to be kind and positive to everyone all day. Finally being able to be yourself is like taking a literal weight off of your back. The worst part is that people can be rude to you and you just have to take it.
#13
I’ve been working in hospo so long that my stressed out face is a giant smile. My regulars that have never working in the industry are like “what are you so happy about?” The ones that do work in the industry ask me what’s wrong
Stannous Flouride 3 years ago
As an Army medic I was trained to not let my expression reveal the severity of the traumas I was dealing with. That's fine in an emergency situation but less so in interpersonal relationships.
#14
I used to work in over the phone tech support for BUSINESS PRINTERS... Our serial numbers had ones, lowercase Ls, and uppercase is. Also Os and zeroes.
So many times on the phone if I have to give ANY number, I without thinking go into military letter codes and hyper enunciated numbers. My mom always says "stop roboting me! I'm you mother! Talk normal!" Sorry mom, you asked me to google the address of the store you needed to go to so it's sorta on you.
#15
A customer mocked my customer service voice today. To be fair, she looked about 19 so I can’t be too upset but it caught me so off guard lmao. My voice gets higher whenever I talk to customers so she pitched her voice up & said “thanks so much!” as she walked away. Like, if you wanted me to be rude & give you my usual monotone voice you could’ve told me
Hermitbunny 3 years ago
My voice gets higher pitched when I'm nervous or trying to match the energy of who's talking to me, I hope I don't sound like I'm mocking anyone 😬
#16
I worked call center in a different language so the 'Actually' didn't stick with me in normal life.
But on the phone, I have to make an effort to not avoid dead air by narrating what I'm doing. There's a 3 second timer ingrained in me and I can't shake it off.
#17
My partner and friends all say I talk in a babyish voice to customers. I sound cutesy and have a slight American accent too (I’m from Australia) especially when I answer the phone. But customers eat it up! They think I’m super nice and bubbly and must love working because I’m “so happy to be there”. What works works I guess. Really spoils the atmosphere when I put my normal voice back on and it’s much deeper and slower with no accent.
Donna Leske 3 years ago
As an American I deny having an accent. Of course that rule is suspended for those of us from New Yawk, Boston, and Georgia. They can't help it.
#18
When I first started dating my girlfriend, she answered the phone at work a lot but very rarely talked on the phone to friends and family - it was usually text or video call. Every time I called her for about 6 months I'd get her customer service voice until she started talking about something personal. It was very disconcerting.
What really freaks me out is that I have the opposite - I have a customer voice. It's always very gentle and higher pitched than my actual voice, and more expressive. I think it's because I don't want my cashier or waiter to think I'm going to yell at them.
#19
I work in inventory at a retail store, but I was in sales departments before that for like four years. My customer service voice is just higher and more feminine than I usually talk. But I am not feminine in the slightest, and I curse like a sailor, so it's a pretty drastic difference.
I find myself using my customer voice with my coworkers too when I'm getting annoyed, especially on the dumb walkie-talkie radios we use.
Coworker over the radio: "Who do we have in inventory right now?"
(Which is code for: Hey random inventory person, because I don't even know which of you is here right now, I need something from you.)
Me internally: I'm doing three other things by myself because everyone else is unloading a truck wtf do you want
Me out loud, high-pitched and sing-song: "This is KalicoKat, how can I help?"
#20
I have a habit of saying thank you when people thank me. A couple of times when I would get off work I'd go to the store and at checkout I'd have the habbit of starting my greeting I do at work. I catch myself half way through and I'm just like oops still in customer service mode. Whatever clerk I see for the day gets a bit weirded out by it.
#21
I've heard my customer service voice and I have no idea who that lady is.
But honestly, with all the background noise, tech issues, distractions, language barriers, etc. short words in short sentences is best for everyone involved.
WhatEvenIsLife 3 years ago
When I had to start working from home last year, my family was fascinated by my "work voice" when I was on calls.
#22
I’m from the South and my accent usually helps me. I also have a girlish voice and sound much younger than I am. However, from my experience, this makes the Boomer calls unnecessarily long. I don’t find that the statement “Boomers just want to get stuff done” is applicable. I get “sweetie” “honey” “darlin” etc. “How’s the weather up there?” “Well honey you sound so nice!” I had a Boomer spend 20 minutes on the phone telling me how to make the perfect ham sandwich. Since I’m in the South I get a lot of gun enthusiasts—one old man talked for 45 minutes about the different types of bullets. I’ve heard fishing stories for hours. And there’s always those good ole Boomers who say “Oh, I’m so glad to talk to a white girl!!”
Jenný Samúelsdóttir Herlufsen 3 years ago
"Well actually I'm black, are you sure you're not just glad you're talking to a NICE girl?" In a bubbly voice
WhatEvenIsLife 3 years ago
I live in the South, and some northerners have told me I have an accent, but I don't hear it. Until I start talking to someone with an accent. I've discovered that I do this with everyone - match the general way they talk. I don't put on, like, British accents or anything (I suck at imitating accents) but when I talk to a fellow Southerner my drawl gets much more pronounced. Once while visiting Canada, a guy asked me why I didn't have a Texas accent so I switched it on for him. His eyes got real big lol.
Stephanie Did It 3 years ago (edited)
To be fair, middle aged and older people (call them Boomers if you want but that is NOT a derogatory term) are often lonely and bored, and a friendly voice is just what they're hoping for. My coworker in IT support once had a dear old lady on the phone for two hours because she was snowed in and frightened. THAT'S customer service. Disclaimer: Many call centers require an issue to be resolved quickly or within a certain time limit to keep the queue moving, but we were allowed to spend as long as it took to resolve IT issues, especially for the older folks. And yes, I'm a baby boomer, born during the years after WW2 when soldiers came home and there was a population "boom" of new babies. That's all it means, people.
#23
My voice gets higher and I sound less accented. I'm very soft voiced and I feel like I sound like an Easter bunny down on her luck.
I hate listening to my calls because the voice grates on my nerves, but it makes other people calm down??? I can't stop doing it either lol.
My chat voice is totally different too. It comes across as very formal, polite, and librarian like.
#24
I use my customer service voice pretty much any time I'm interacting with someone I don't know or are otherwise not chill with. I still try to have engaging conversations, but you have to get to know me before you start to hear all my bulls!@#.
#25
i worked at six flags fright fest as one of the unsettlingly nice characters and my in-character voice basically undid years of vocal training. so, not really the same thing, but it still comes out when I deal with people I dislike
Becca Gizmo the Squirrel 3 years ago
I bet that was an awesome job! I always wanted to work at a haunted house for Halloween.
What do you think ?
A.M. Pierre 3 years ago
After I worked at a Coca-Cola call center answering 100's of calls a day, I can't tell you how many times I answered my own phone with the "This is Coca-Cola..." greeting.
Ross Warren 3 years ago
Did you work for Coke that year they did those white and silver polar bear cans and customers kept calling in complaining that the cola in them tasted funny?
Load More Replies...
Freya the Wanderer 3 years ago
I try to be nice to service workers - try to latch on to their feelings, treat them like human beings, and of course tip them well. I ain't perfect, but hey, I'm only human. All I can do is my damnedest.
Aragorn II Elessar 3 years ago
I have a coworker that doesn’t even give a f**k. He just does everything in his “dead inside” voice.
Jessica Nametz 3 years ago
I had a friend in high school who had a "customer service voice" whenever she talked to adults. It would suddenly become super high pitched and overly sweet, used to drive me crazy. I have worked in customer service so I myself have developed one over the years, which has been simmered down to a basic politeness for strangers and people who work in retail, servers, etc.
Amelia 3 years ago
I had that voice too, I never meant to be like that though, it was an anxiety issue I had + my coping mechanism for talking to adults. Wouldn't surprise if she did that for the same reason.
Load More Replies...
KombatBunni 3 years ago
I’ve surprised people who know me when they’ve heard me talking to the public as a volunteer (I volunteer for a tall ship museum and info kiosk) and then as myself. It’s surprised me too because I’m not a fan of crowds or people in general but when I’m in volunteer mode I’m the nicest person ever. My partner calls it public service mode 🙄
Alexis draskinis 3 years ago
Ive had a "work voice/persona" since i was about 15ish, so 20+ yrs at least. Shes a spunky, happy lady. Totally unlike her alter. Her alter has spent too many yrs being spunky & happy to people who are jerks. Shes no longer spunky or happy
Jette Wang Wahnon 3 years ago
I am not sure my comment will be welcome as practically every one here seem to be scarred for life.I have worked in the service industry on and off my whole life...I loved every minute of it.Hotel receptionist,Telephone exchange,American Express,Nursing home for the elderly and let me tell you,there were some Tartars there...I would cry with laughter at some of their antics.One told me »I don´t like you» and I answered »I don´t like you much either,but let me go get you another cup of coffee»Her demeanor changed from that day on.And last was 4 years as a volunteer at a Maternity Hospital.I have met some amazing people,one a 101 year old Nun that had Proust on her bedside table and spent hours on her Pc every day.I will never forget her.
Mary Rose Kent 3 years ago (edited)
I think it’s great that you’re a people pleaser...those are the ones who should be working in the service industry. I’m a loner and before I retired, I get easily overwhelmed and stressed by having to deal with too many people at a time. I spent seven years working at a video store and I can’t tell how how many times my boss would sigh and say, “Mary Rose, you need to be nicer to the customers.” But he never fired me because I was a hard worker and I had an encyclopedic knowledge of film, which was appreciated by the film buffs who came in. I actually had someone from the San Francisco Chronicle call to ask a movie question because they had heard there was someone at the store who might be able to answer their question. This was well before the Internet, obviously.
Load More Replies...
Iapetos 3 years ago
In an ideal world, workers in the service industry would normally have a relaxed and happy voice and would not need to fake it.
Jill 3 years ago
Nah, it comes with the territory. People will always have problems and be stressed sometimes about really concerning issues. It's par the course. There is no getting around it and is almost the human condition. After a while, I began to understand that it wasnt me the person was having problems with but the system itself. Although at the time it doesnt always feel that way, but I guess you learn with time.
Load More Replies...
Viviane 3 years ago
A former friend emailed me that she was about the call. I answered the phone as if I was still at work. She was quite pissed off at me, so I had to apologize quickly so she'd calm down. My family and other friends would have laughed at me or teased me about it, but she was quite offended. I then stopped answering the phone in a professional manner when I'm working (it's a home office and my boss won't care if I answer "Hello").
Chris Meyers 3 years ago
My mom used to scare the hell out of me when she got a call from a bill collector. Like a totally different Mom!!!
Random Anon 3 years ago
Have not in the service industry since the 90s (again not late 1900s!). Growing up rough thought me several voices. The "someone is going to get punched" voice, the "I'm innocent" voice and then "Put the metal pipe down" voice.
Patti Vance 3 years ago (edited)
retired now. worked as waitress/server during college to get 3 degrees. had a good career. i really enjoyed being a waitress/server because it was fast paced & while the pay wasn't great, always killed it on tips. one time my then boyfriend came in, ate, & then stayed for a while as i worked. when we got home he commented that he didn't realize being a server was actually being a performer. he said w/customers i was lit up, attentive, fun, full of humor, etc. but as soon as i headed away he could saw my face get serious w/my 'focused face'. was really amazed how i could turn 'off/on'. but, he also said it made him wonder if my personality w/him was the 'on' persona. guess it wasn't as we ended up being married for 32 yrs. but, even after all that time he would often say he never learned how to read me. i'm not a puzzle-just person like anyone else w/many facets of personality.
FreckledFox 3 years ago
After a long day at work, I went to get a prescription and asked the clerk how I can help her... She looked at my uniform, chuckled, finished my transaction without missing a beat, and then told me of the really good wine sale they were having. We know one when we see one.
Carol Emory 3 years ago
About 25+ years ago, I worked with Christopher Rush, creator of the Black Lotus card in Magic: the Gathering when he worked at Nintendo of America. Back then, he did the artwork for the card for commission and worked at Nintendo as a Game Play Counselor. One night, I was sitting next to him as he painted Metamorphosis. He would talk to the customers with a Game Show host like voice, then mute the head phones as he'd say "Dammit! The colors aren't blending right!" Then back to Game show host. It was like a personality form of Turret's Syndrome.
Jill 3 years ago
I lived in Japan for a year and a half. There they have the habit of saying "Sorry" about the even tiniest things and when you want to get someone's attention. When I moved back home, it took me forever to break the habit. I now know why people think the culture is so passive aggresive...and it is!
Becca Gizmo the Squirrel 3 years ago
I said sorry to my open front door I accidentally bumped into the other day. I'm bad about saying sorry too much.
Load More Replies...
Colin Matthews 3 years ago
Ran big box retail for years-its genuinely amazing at what a split personality you develop dealing with the retards who wander around shopping malls. Particularly when you are the manager. Leaving for the day is like pulling off a plastic cover and having a wet dog shake to get all the customer cooties off you.
A.M. Pierre 3 years ago
After I worked at a Coca-Cola call center answering 100's of calls a day, I can't tell you how many times I answered my own phone with the "This is Coca-Cola..." greeting.
Ross Warren 3 years ago
Did you work for Coke that year they did those white and silver polar bear cans and customers kept calling in complaining that the cola in them tasted funny?
Load More Replies... Freya the Wanderer 3 years ago
I try to be nice to service workers - try to latch on to their feelings, treat them like human beings, and of course tip them well. I ain't perfect, but hey, I'm only human. All I can do is my damnedest.
Aragorn II Elessar 3 years ago
I have a coworker that doesn’t even give a f**k. He just does everything in his “dead inside” voice.
Jessica Nametz 3 years ago
I had a friend in high school who had a "customer service voice" whenever she talked to adults. It would suddenly become super high pitched and overly sweet, used to drive me crazy. I have worked in customer service so I myself have developed one over the years, which has been simmered down to a basic politeness for strangers and people who work in retail, servers, etc.
Amelia 3 years ago
I had that voice too, I never meant to be like that though, it was an anxiety issue I had + my coping mechanism for talking to adults. Wouldn't surprise if she did that for the same reason.
Load More Replies... KombatBunni 3 years ago
I’ve surprised people who know me when they’ve heard me talking to the public as a volunteer (I volunteer for a tall ship museum and info kiosk) and then as myself. It’s surprised me too because I’m not a fan of crowds or people in general but when I’m in volunteer mode I’m the nicest person ever. My partner calls it public service mode 🙄
Alexis draskinis 3 years ago
Ive had a "work voice/persona" since i was about 15ish, so 20+ yrs at least. Shes a spunky, happy lady. Totally unlike her alter. Her alter has spent too many yrs being spunky & happy to people who are jerks. Shes no longer spunky or happy
Jette Wang Wahnon 3 years ago
I am not sure my comment will be welcome as practically every one here seem to be scarred for life.I have worked in the service industry on and off my whole life...I loved every minute of it.Hotel receptionist,Telephone exchange,American Express,Nursing home for the elderly and let me tell you,there were some Tartars there...I would cry with laughter at some of their antics.One told me »I don´t like you» and I answered »I don´t like you much either,but let me go get you another cup of coffee»Her demeanor changed from that day on.And last was 4 years as a volunteer at a Maternity Hospital.I have met some amazing people,one a 101 year old Nun that had Proust on her bedside table and spent hours on her Pc every day.I will never forget her.
Mary Rose Kent 3 years ago (edited)
I think it’s great that you’re a people pleaser...those are the ones who should be working in the service industry. I’m a loner and before I retired, I get easily overwhelmed and stressed by having to deal with too many people at a time. I spent seven years working at a video store and I can’t tell how how many times my boss would sigh and say, “Mary Rose, you need to be nicer to the customers.” But he never fired me because I was a hard worker and I had an encyclopedic knowledge of film, which was appreciated by the film buffs who came in. I actually had someone from the San Francisco Chronicle call to ask a movie question because they had heard there was someone at the store who might be able to answer their question. This was well before the Internet, obviously.
Load More Replies... Iapetos 3 years ago
In an ideal world, workers in the service industry would normally have a relaxed and happy voice and would not need to fake it.
Jill 3 years ago
Nah, it comes with the territory. People will always have problems and be stressed sometimes about really concerning issues. It's par the course. There is no getting around it and is almost the human condition. After a while, I began to understand that it wasnt me the person was having problems with but the system itself. Although at the time it doesnt always feel that way, but I guess you learn with time.
Load More Replies... Viviane 3 years ago
A former friend emailed me that she was about the call. I answered the phone as if I was still at work. She was quite pissed off at me, so I had to apologize quickly so she'd calm down. My family and other friends would have laughed at me or teased me about it, but she was quite offended. I then stopped answering the phone in a professional manner when I'm working (it's a home office and my boss won't care if I answer "Hello").
Chris Meyers 3 years ago
My mom used to scare the hell out of me when she got a call from a bill collector. Like a totally different Mom!!!
Random Anon 3 years ago
Have not in the service industry since the 90s (again not late 1900s!). Growing up rough thought me several voices. The "someone is going to get punched" voice, the "I'm innocent" voice and then "Put the metal pipe down" voice.
Patti Vance 3 years ago (edited)
retired now. worked as waitress/server during college to get 3 degrees. had a good career. i really enjoyed being a waitress/server because it was fast paced & while the pay wasn't great, always killed it on tips. one time my then boyfriend came in, ate, & then stayed for a while as i worked. when we got home he commented that he didn't realize being a server was actually being a performer. he said w/customers i was lit up, attentive, fun, full of humor, etc. but as soon as i headed away he could saw my face get serious w/my 'focused face'. was really amazed how i could turn 'off/on'. but, he also said it made him wonder if my personality w/him was the 'on' persona. guess it wasn't as we ended up being married for 32 yrs. but, even after all that time he would often say he never learned how to read me. i'm not a puzzle-just person like anyone else w/many facets of personality.
FreckledFox 3 years ago
After a long day at work, I went to get a prescription and asked the clerk how I can help her... She looked at my uniform, chuckled, finished my transaction without missing a beat, and then told me of the really good wine sale they were having. We know one when we see one.
Carol Emory 3 years ago
About 25+ years ago, I worked with Christopher Rush, creator of the Black Lotus card in Magic: the Gathering when he worked at Nintendo of America. Back then, he did the artwork for the card for commission and worked at Nintendo as a Game Play Counselor. One night, I was sitting next to him as he painted Metamorphosis. He would talk to the customers with a Game Show host like voice, then mute the head phones as he'd say "Dammit! The colors aren't blending right!" Then back to Game show host. It was like a personality form of Turret's Syndrome.
Jill 3 years ago
I lived in Japan for a year and a half. There they have the habit of saying "Sorry" about the even tiniest things and when you want to get someone's attention. When I moved back home, it took me forever to break the habit. I now know why people think the culture is so passive aggresive...and it is!
Becca Gizmo the Squirrel 3 years ago
I said sorry to my open front door I accidentally bumped into the other day. I'm bad about saying sorry too much.
Load More Replies... Colin Matthews 3 years ago
Ran big box retail for years-its genuinely amazing at what a split personality you develop dealing with the retards who wander around shopping malls. Particularly when you are the manager. Leaving for the day is like pulling off a plastic cover and having a wet dog shake to get all the customer cooties off you.
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