Forget quiet quitting; Gen Z, the proprietors of every TikTok workplace trend, are now calling themselves out with a new term you’re about to hear everywhere: the Gen Z stare.
The term highlights a growing customer service habit among younger workers. In place of service with a smile, younger workers are serving up a vacant expression to patrons. It’s especially apparent in hospitality, where a high number of students and young people work.
Of course, Gen Zers aren’t the first generation to feel awkward in their youth. But the Gen Z stare is just one example of the communication challenges employers have noticed in this group, alongside a reluctance to make phone calls and a tendency to avoid corporate talk.
What is the Gen Z stare — and why is it a thing?
The “Gen Z stare” is reportedly a blank, disengaged expression that’s becoming common among younger workers in customer-facing roles.
Interestingly, the trend has been gaining traction on Gen Z’s own turf, TikTok, with various creators poking fun at the term and mimicking the behaviour.
While the lack of a friendly expression could be perceived as rude by the older generation, it could be a symptom of social anxiety, neurodiversity, uncertainty in customer interactions, or even passive resistance to demanding service roles.
It might also be personal. A blank, disengaged expression might reflect low confidence, lack of training, or even emotional fatigue. Many Gen Zers are new to the workforce and may not have mastered soft skills like active listening.
Let’s not forget the broader context, Gen Z entered the workforce during a period of major disruption. Their mental health and social development were severely affected by the pandemic; many lost out on crucial opportunities to hone social skills while at school.
Why employers should care about the Gen Z stare
Regardless of the cause, however, in hospitality, the customer experience is everything. The quality of face-to-face interaction can truly make or break the business. That’s why the “Gen Z stare” should be taken seriously by employers.
With ongoing labour shortages across the sector, employers often rely heavily on young, part-time staff to keep operations running, but without the right support, service standards can easily slip.
Speaking of the impact the Gen Z stare can have in customer-facing roles, David Rice, HR expert at People Managing People, comments: “If you make the customer feel negatively about the interaction, you’re actively playing a negative role for the business.”
“Your job is to interact with customers in a way that is positive and reassuring to the customer. That means your job is to deal with people as they come, whether that’s with dumb questions, bad attitudes, or they’re a complete delight.”
How hospitality can overcome the Gen Z stare
Rather than criticising younger staff for their different communication style, bars, pubs, and restaurants should work towards a solution, starting with adequate training.
Customer service training should go beyond the basics. Offer guidance on communication skills, body language, and how to handle interactions with confidence and warmth. Many Gen Z workers may simply not have had the chance to build these soft skills yet.
Mentorship can also be effective. Pairing younger team members with more experienced staff can help build confidence and remove guesswork by modelling how it should be done.
Regular feedback and positive reinforcement also goes a long way. Praising friendly interactions and offering kind, constructive advice helps young staff feel seen and supported.
By investing in your younger team members through training, mentorship, and day-to-day support, you’re not just improving customer service in the short term; you’re building a stronger, more engaged team that is more likely to grow with you.
