Are customers behaving worse toward the people who serve them, in the face of the Covid-spawned crisis we’re all living through? Or are customers actually getting easier to please and more empathetic to the plight of the businesses and the customer service employees with whom they interact?
The reality is that it’s going both ways. First, here’s what I’m seeing (in my work as a customer service consultant and turnaround expert), on the negative side: Some customers, being under stress themselves, have been taking that stress out on what they view as a safe target: customer service representatives they interact with from a distance rather than family members they know they’ll have to face again at the dinner table or in the marital bed.
Which is monumentally unfair, but there it is.
In addition, the bizarro and disheartening national divide on masks and other anti-pandemic safety precautions has led