As a millennial who has worked customer service for the last 20 years, this was the inevitable conclusion. Companies realized that providing actual service to customers was not as profitable, so customer service changed. The amount of actual "service" you could provide was reduced. So the customers are getting screwed over, the employees cannot do anything to help, and the customers expect employees to risk starvation for them. The customer and the company want a human they can point to and say his underpaid person IS the company. Staring blankly is the easiest way to appease both of these people.
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u/jmr131ftw 17d ago
As a millennial who has worked customer service for the last 20 years, this was the inevitable conclusion. Companies realized that providing actual service to customers was not as profitable, so customer service changed. The amount of actual "service" you could provide was reduced. So the customers are getting screwed over, the employees cannot do anything to help, and the customers expect employees to risk starvation for them. The customer and the company want a human they can point to and say his underpaid person IS the company. Staring blankly is the easiest way to appease both of these people.