What Is the “Gen Z Gaze” and Why Is Customer Service Changing?

Let’s talk about something many of us have noticed: customer service just doesn’t feel the same these days. Maybe you’ve walked into a restaurant, store, or coffee shop and instead of a smile or friendly “Hi, how can I help you?”—you’re met with a silent stare. No greeting, no words, just… the look.

Well, that blank expression has a name now. Scientists and social media users are calling it the “Gen Z Gaze.” Gen Z includes young people ages 13 to 28, and many of them now work in customer service jobs. Some older adults have taken to social media platform X (formerly Twitter) to vent about how uncomfortable these silent greetings make them feel.

One viral post with nearly 2 million views said, “I’m so sick of the new style of customer service where people just stare at you when you walk up to a counter.”

According to a report from Yahoo, the Gen Z Gaze may be linked to the 2020 pandemic. During that time, many young people lost out on face-to-face interaction and spent more time behind screens. A 2024 survey also found that screen time may be limiting their chances to build strong communication and social skills.