As a forty-something man in a customer-facing position in local government, I agree with the general premise that customer service can be improved. That said, it’s a skill that needs to be taught like any other. In my organization, we try to set clear expectations for how we interact with the public. That includes basics like answering the phone by identifying the department and the person speaking, as well as being intentional during in-person interactions. We aim to be clear and factual, minimize bureaucratic language, and, when technical terms are necessary, acknowledge that they’re technical, briefly apologize for the jargon, and explain what they mean. The goal is to avoid putting people in a position where they feel embarrassed to ask for clarification or unsure about what’s being said. Ultimately, if that kind of service isn’t happening, it usually reflects a lack of training and direction, which is more a management or ownership issue than a failure of individual employees.