I think it happened in the boomer era because that’s when all this multi nationalized standardization first became a thing. They hadn’t developed the mental guards to realize it was all bullshit. I’ve seen so many boomers take what customer support people say personally as if they had any control over company policy. Millennials are more like hey, I know you’re just doing your job and following company policy, but I need this fixed, can you send me to the right person who can help.