In the past few years employees around the world have had to deal with an ever-growing amount of disgruntled customers. Customers have become angrier and more frustrated so when they walk into a store they are taking it out on the customer service workers, even if nothing goes wrong with their visit to the store. Employers are losing many associates because of this issue. According to Forbes, if the employees are supported and taken care of then they can do a better job in a demanding customer service role.
See "Customer service employees are overworked and understaffed", Blake Morgan, Forbes, February 2, 2022