I don't know really
Employees at the front line are poorly trained, poorly paid and have to deal with increasingly aggressive clients
Every transaction has been reduced to the simplest, computerised form
Everything. EVERYTHING is measured - cost, time for transaction, time to resolution, customer feedback
Employees are hired to push buttons and follow very simple procedures, anything which doesn't fit the simplified procedures is beyond the button pushers' remit, has to be referred 'up' and causes delays, causing even more friction
A lot of people are oblivious to the problems they cause, because they 'just want..', they 'only need...', 'it's just this..'
Shopping today was especially frustrating because of Immensely Stupid People (ISPs)
One woman bought bedding some time ago, it had never been used and she brought it in for an exchange for another set of bedding
She failed to produce a receipt and spent nearly twenty minutes having the rules explained to her - no receipt, no exchange - over and over again
It was a difference of about a fiver
Second guy was on his phone in a supermarket
Wandering back and forth, round and round, continuously chatting, getting in the way and not even looking at the shelves, loudly telling the the guy he's talking to where he is
People are not controlling their children, letting them play in the aisles, they're blocking the aisles and make shopping more frustrating