These days our lives are subjected to mindless directives from faceless beurocrats (forgive the spelling) in 'elf n safety, telephone drones asking us to press zillions of options to get to speak to the person you need when a simple human operator could put you straight through. What I am saying is that most of our lives seem to be influenced negatively on a massive scale and we (crew/SLF etc.) have to put up with it. No longer is a happy customer the primary objective that ensures a company will survive and prosper, we are all now servants to our banks, governments and every other large organisition that we need to live our lives as we wish. So when we do actually meet a person involved in customer service we tend to vent our entire frustration with the 'system' towards them. Society is generally considered to be an unfriendly, uncaring and violent place these days and most of us are unhappy with the 'break down' of society. Hence customers are already prepared to do battle over any dissatisfaction before it has already happened.
Off my soap box now
Smile, we are all people just trying to get on with life, regardless of being SLF or the employee.
6