The Gen Z state is simply the rational response in dealing with customer facing situations where either 1. the customer is problematic, or 2. if the worker genuinely doesn’t know what what to do.

Responding or engaging to problematic customers (racist, homophobic, misogynistic) can only lead to conflict, reprimand, or lawsuits.

Responding with inaccurate information or simply saying leads to conflict, reprimand, or poor reviews.

Both have worsened as people have become more polarised, and management cuts funding and hours for training.