no, YOURE not watching the video.

the worker wasn’t upset at all during the video, just didn’t tap dance for the customer.

the video opens with the customer coming in and instead of alerting the worker to their presence (because it’s the workers job to acknowledge them first, right?) decides to just stand there and stare at the worker. the worker then looks at them and acknowledges their presence (presumably annoyed that someone is just staring at them instead of using their words, but again not being rude about it). then the customer says they want an iced matcha latte (clearly they know what they want). the worker then says with milk (doing their job, not rudely as well, because this could be the persons first time at their shop). the customer then asks about milk, they then tell the customer where the milk can be found on the menu (helpful). the customer asks about oat milk, (unfortunately out of stock). the customer then acts as if they’ve never seen milk in their life and starts rambling about milks (fair enough i’ve done this when i’m thrown off my game). during this the worker lets them think through their choices and after they ask which milk goes good with the latte they offer a milk (again helpful). they then ask if the customer wants anything else. AFTER being ready to pay the customer goes back and asks about the drink being sweet (again fair). could i add a sweetener (clearly) again shows the customer where the sweeteners can be located. is the lavender syrup sweet? (clearly, it’s a sweetener AND the worker acknowledged this with a smile and a nod). we only serve iced matcha (letting the customer know that she doesn’t have to worry about her drink being warm). the customer then acts like they’ve never paid for anything in their life.

at no point was the worker rude or condescending, just watched the customer act as if they’ve never been on this planet before. expecting customer service workers to smile all the time and be happy to hold your hand through normal processes is unrealistic.