Making someone's minimum paid job worse by acting entitled to a 5 star service is not decline of the customer service. Treating people with respect is a two way street.

What are you on about companies using employees as shield and not resolving issues. They often always side with the customer and that's why a karen looks for a manager and the magical corporate number. The only thing companies have scrimped on are paying livable wages while expecting employees to go above and beyond or lose their jobs.