Capitalism and communism: "Sometimes bad service is class struggle."

Black Market Bill and Open Season Barr, Moscow, 1987

I made three visits to the USSR during the 1980s, and to be honest, my personal sampling in terms of time spent on the ground was far too small to comment on the pros and cons of the era's Soviet service. As a foreigner, I didn't have to queue around the block for something that might no longer be available when finally reaching the front of the line.

However, the black market was highly personable and efficient. There may or may not be a lesson there.

In Defense of Soviet Waiters, by Peter Frase (Jacobin)

Sometimes bad service is class struggle.

 ... (Tim) Noah describes the way Pret a Manger keeps “its sales clerks in a state of enforced rapture through policies vaguely reminiscent of the old East German Stasi.” I was reminded of the Soviet model too, but in a different way. I’m just old enough to remember when people talked about the Communist world as a really existing place rather than a vaguely defined bogeyman.

And one of the mundane tropes that always came up in foreign travelogues from behind the Iron Curtain concerned the notoriously surly service workers, in particular restaurant waiters. A 1977 newspaper headline reads “Soviet Union Takes Hard Look At Surly Waiters, Long Lines.” In a 1984 dispatch in the New York Times, John Burns reports that “faced with inadequate supplies, low salaries and endless lines of customers, many Russians in customer-service jobs lapse into an indifference bordering on contempt.”

One can find numerous explanations of this phenomenon, from the shortcomings of the planned economy to the institutional structure of the Soviet service industry to the vagaries of the Russian soul to the legacy of serfdom.

But one factor was clearly that Soviet workers, unlike their American counterparts, were guaranteed jobs, wages, and access to essential needs like housing, education, and health care. The fear that enforces fake happiness among capitalist service workers — culminating in the grotesquery of Pret a Manger — was mostly inoperative in the Soviet Union ...

On the sources and manifestations of rudeness.

Rudeness? It just may be the economy, stupid.

Is Rudeness Inevitable In A Service Economy? (Consumerist)

The funny thing about a service economy, writes Peggy Noonan at the Wall Street Journal, is that it’s created a world where people who interact with the public are deliberately trained to be rude and compassionless. She thinks it’s partly because we threw out manners right as we reached a cultural moment where we interact with strangers more than ever. But that’s only part of it–she also notes that clerks are trained to get in your face and aggressively push for higher sales, and that the dreaded “Dead Face”–that stony look that’s used to shut down any communication at all–is probably taught by consultants as an efficient way to handle people.

Cusk's essay is worth the time.

The Age of Rudeness, by Rachel Cusk (New York Times)

As the social contract frays, what does it mean to be polite?

In a world as unmannerly as this one, how is it best to speak?

There’s no need to be rude, I say to the man in the packed hall at passport control. There are people everywhere, and his job is to send them into the right queues. I have been watching him shout at them. I have watched the obsessive way he notices them, to pick on them. There’s no need to be rude, I say.

His head jerks around.

You’re rude, he counters. You’re the one who’s rude.

In which the Tragic Ketchup Calamity is recounted.

Every time an incident like the Tragic Ketchup Calamity occurs, the 1% smiles, because it means that all the rest of us are screaming at each other, and not sharpening knives.

Maybe You Get Bad Customer Service Because You're a Bad Customer, by Matt Walsh (Huffington Post)

 ... Now, I replay this back to you because I realize you probably scream profanities at minimum wage customer service representatives every time you run an errand or grab a bite to eat, so you might not recall the specifics of this one incident. And that brings us to the possible answer to that query you posed in the midst of your ketchup rant. You asked: "Why can't I ever f*cking get good customer service?" Well, ma'am, that might have something to do with you being a vulgar, miserable, malicious person. Maybe you get bad customer service because you're a bad customer. Did you ever consider that possibility?

I get it. "You're the customer so you're always right." They work here so they have to bend over backwards for you "because that's their job." Well, you're partially correct about that. Yes, you are a customer and, yes, they do work here. But it's actually not their job to deal with psychopaths. They aren't hostage negotiators, they're fast food workers. And even if the powers that be at these corporate chains push this "customer is always right" crap because they've decided it's good business to placate horrible jerks, in the real world, outside the land of plastic chairs and soda fountains, adults who throw temper tantrums in public are never right about anything.