I thought this would be about tech customer service, which has gotten awful. Dark patterns and reduced human interaction galore.
Instead they talk about in-person customer service. I don't mind the more "realistic" personality, the fake happiness was always weird. As long as I can still get the item/food/service I need, I don't need a customer rep/waiter feigning fame positivity when they're just trying to do their job. To be clear -- nothing wrong with unadulterated true positivity, which is still great to see -- but if someone's clearly overworked and overwhelmed, it's okay to bring a more honest representation of their personal state as long as they're still doing their job.
Instead they talk about in-person customer service. I don't mind the more "realistic" personality, the fake happiness was always weird. As long as I can still get the item/food/service I need, I don't need a customer rep/waiter feigning fame positivity when they're just trying to do their job. To be clear -- nothing wrong with unadulterated true positivity, which is still great to see -- but if someone's clearly overworked and overwhelmed, it's okay to bring a more honest representation of their personal state as long as they're still doing their job.