It’s said that if you’re over 50, you’ve probably experienced this: You’re at a checkout counter waiting to pay and the 20-something clerk is seemingly oblivious to you while chatting on a cell phone. And seemingly annoyed that you are annoyed.
Well, they have a term for it: “Service gap.”
They also have a rationale for it: It’s not that such employees are lazy or rude or nasty. It’s just that the “millennial generation’s” definition of customer service is different from that of baby boomers. And that’s because their shopping experiences are much more impersonal, often done via the Internet or by phone. Etc.
Is that a crock or what?
It may be called “service gap,” but it’s also called not doing your job, something that any generation should be able to relate to.