Lack of empathy? Blindness?
I got quite annoyed yesterday at the supermarket.
Having to pay, looking for my wallet in my pockets, the cashier was just looking at the price on her cash register, waiting to hit some button.
My groceries were laying there. Waiting for me to finally be able to bag them (if I managed to grab a bag).
In the meantime, I was getting looks from the queue.
The cashier could have turned a smile on my face, by bagging my groceries for me, in stead of numbly looking at the cash register.
That would have been a nice customer experience, for me and for the queue…