Why is customer service *so* bad now?

[Anonymous]

8/10 times the person in the customer service role - ostensibly for a role they applied and interviewed for, knowing it was customer-facing - is unhelpful, rude, surly, and acts bothered by your presence.

What is the problem? Who’s hiring these people? I kind of dislike going out for anything now because I can’t even expect rote service - it’s actively bad. These days I am blown away if someone smiles, is welcoming, offers to help, answers any question I might have thoroughly and knowledgeably.

And for reference, I am not in some UMC bubble; before my professional career I worked in restaurants and food service for a decade so I know what I’m talking about (stopped about five years ago).

Service has become appallingly bad.

[Anonymous]

You get what you pay for.

[Anonymous]

Service people are being paid more than ever. Despite this, there are too many openings so no incentive to do a good job just to keep your job. Not to mention newer generations don’t value customer service like older ones.

[Anonymous]

The current crop of youngsters has been told corporate America is evil, Boomers and Gen X are keeping them down, they shouldn't have to work hard, everyone is entitled to a good life and healthcare, and hard work is for suckers.

You reap what you sow.

[Anonymous]

I’ve only had that problem with people abroad who answer the phone (my cell phone company, insurance, etc).

[Anonymous]

Every time these threads crop up, I suspect it's mostly the author who is the problem. I hardly ever encounter poor customer service, but then I'm always someone who makes eye contact with the waitress/cashier/customer rep, treats them like a human being and mind my manners.

You generally receive what you put in.

People who write such posts get up on the wrong side of the bed, go about with surly faces, and then proceed to notice every negative interaction they have.

[Anonymous]

Post office. UPS or FedEx but mainly post office - they act bothered by your presence and almost want to make things more difficult.
Safeway and giant cashiers.

[Anonymous]

Desk people at medical offices too.

[Anonymous]

Anonymous wrote:The current crop of youngsters has been told corporate America is evil, Boomers and Gen X are keeping them down, they shouldn't have to work hard, everyone is entitled to a good life and healthcare, and hard work is for suckers.

You reap what you sow.

Exactly. Plus corporations are trying to use AI in place of real humans for customer service.

[Anonymous]

Anonymous wrote:
Every time these threads crop up, I suspect it's mostly the author who is the problem. I hardly ever encounter poor customer service, but then I'm always someone who makes eye contact with the waitress/cashier/customer rep, treats them like a human being and mind my manners.

You generally receive what you put in.

People who write such posts get up on the wrong side of the bed, go about with surly faces, and then proceed to notice every negative interaction they have.

This is OP and this is just not true. I’m friendly and polite to service workers - probably exceedingly so.

[Anonymous]

Anonymous wrote:
Every time these threads crop up, I suspect it's mostly the author who is the problem. I hardly ever encounter poor customer service, but then I'm always someone who makes eye contact with the waitress/cashier/customer rep, treats them like a human being and mind my manners.

You generally receive what you put in.

People who write such posts get up on the wrong side of the bed, go about with surly faces, and then proceed to notice every negative interaction they have.

+1. I read these posts and have no idea what the people are talking about. Are there some rude people out there, sure. However, I find most people who interact with me to range from neutral to friendly.

[Anonymous]

I'm convinced it's the low unemployment rate. My job pays $45 an hour and you need to be smart and personable but you don't need an education beyond a high school degree, and we are having trouble getting and keeping people. Even though we have a great work environment.

Retail/customer service jobs pay a lot less and are a lot less rewarding than my job. It's very hard in this climate of low unemployment to keep low-paying customer service roles like that staffed. This means that surly employees who give crappy service don't get fired -- there isn't anyone to replace them with. If there are 100 people who want your job, you need to behave. If no one wants your job, and the job needs to get done, then, well, you don't need to be all that great.

[Anonymous]

Anonymous wrote:
Every time these threads crop up, I suspect it's mostly the author who is the problem. I hardly ever encounter poor customer service, but then I'm always someone who makes eye contact with the waitress/cashier/customer rep, treats them like a human being and mind my manners.

You generally receive what you put in.

People who write such posts get up on the wrong side of the bed, go about with surly faces, and then proceed to notice every negative interaction they have.

+1000

This. OP you need to tread people in service positions better. I don't come in with guns blazing when I have an issue, I always say "please" "thank you" "I appreciate it" in a kind (not demanding) tone. I treat service people like my peers (because they are), and not like servants.

Give good behavior and you'll receive it back.

[Anonymous]

Anonymous wrote:I'm convinced it's the low unemployment rate. My job pays $45 an hour and you need to be smart and personable but you don't need an education beyond a high school degree, and we are having trouble getting and keeping people. Even though we have a great work environment.

Retail/customer service jobs pay a lot less and are a lot less rewarding than my job. It's very hard in this climate of low unemployment to keep low-paying customer service roles like that staffed. This means that surly employees who give crappy service don't get fired -- there isn't anyone to replace them with. If there are 100 people who want your job, you need to behave. If no one wants your job, and the job needs to get done, then, well, you don't need to be all that great.

Where do you work, if you don't mind me asking?

- smart & personable

[Anonymous]

I don't notice this but I do notice that everyone seems to be new and in training on the job. They can't keep anyone for long.

I have also seen a lone person in an empty store looking at their phone, say hi, can I help you, then when I say no, they go back to their phones. I don't care though and think it's not a bad thing. I hate hovering salespeople and the idea that a person had to be perpetually ready. I never liked that approach anyway. For instance, I have shopped at Nordstrom for years but their salespeople but me and I always wish they'd leave me alone.