Excellent post. Well said!Unlike you, I cannot and I do not understand this mentality at all.
From one human to another, at work or not, if someone thanks you, you aknowledge the person, esp a child (gotta lead by example - teaches the child manners in a very practical way). It should be a reaction that your parents taught you and by the time someone can work (age 16), it should be the most natural thing.
No matter how bored or ticked off the CM is, they should aknowledge the guests, period. It takes almost no effort, so that excuse is truely where I just don't get it (the concept mentioned above).
Society as a whole, is all about me me me. It is disgusting when the CS worker makes it about them. They are feeling dismissed/ignored/bothered in some way by guests, they decide to advertise it w/ body language and poor attitude to all guests. They have to make sure that everyone knows they are upset (for whatever reason). Well this isn't your facebook page. Get the H*** over yourself and play the part. When you get off work, you can complain to whoever wants to listen. It is so easy to not wear your emotions on your sleeve 24/7. When you do, you make life miserable for yourself (and everyone around you). Leaving it at the door is better for your health. These CMs should use work as an escape from their problems and deal w/ whatever bugs them on their time, not work time.