I've spend a decade working for an F500 US company here in Germany. The amount of bad news delivered with a fake smile was staggering. I lead to pure disgust within the German employee bubble making it actually stronger and the news worse. In the end I've been fired with one of those and some phrase along the "let's stay friends and meet again" line ;)
I was always quite surprised that there seems to never have been any online course teaching people who came over those basic things as they we online courses for everything else.
I mean, you don't expect us to just hand over all our dark secrets like that in an e-learning module, do ya? The service people are supposed to mean it (if they're big enough suckers), but you can be more two-faced as you climb the ladder. I'd describe American business culture as "exploitative backstabbing bloodlust with a smile and an optimistic mission statement".
Also, service people are not supposed to be fake smiling, we are actually expecting their emotional labor on top of the labor of their job. They are supposed to be cheering us up with their genuinely good attitude and "changing someone's day for the better" with their smile. It's all pretty exhausting.