> don't get this. What's the alternative? A customer service job where you can be rude? Create a good work environment, pay enough, and offer enough benefits

> don't get this. What's the alternative? A customer service job where you can be rude? Create a good work environment, pay enough, and offer enough benefits that your employees are actually happy rather than having to admonish them into faking it. This has the added benefit of creating demand that allows the company to be more selective. All of your examples are much less effort than putting on a fake persona for eight hours a day. Most of us would be pretty drained after an eight hour, cameras on Teams meeting with our boss' boss and that's pretty much what customer service is.