“We are not an information centre, why don’t they just Google it up” said an Australia Post employee as soon as the customer was out of the hearing zone.
I was at a post office and while I was being served, a customer at the next counter had bought what she needed and just asked the attendant what direction a certain street was in the suburb. A colleague answered the question and the customer thanked them and went away.
A bad day for the employee perhaps but that just brings to attention the bitter truth of “customer service”, everyone is so busy that to be able to do their job, the training nowadays might just be to close the query/ support request as soon as possible and not much attention might be paid on how it’s being done.
When we are pressed for time, customer service is the first thing to suffer. I have experienced it in my own business and so would have thousands of others too. All we can do is try to fix it once we come to know of it.