how service on the Internet might be different than in a sto

Even on the internet, service can vary from the very best to the very poor. However one of its characteristics is the absence of face-to-face interaction. Therefore it must rely on written communication to convey ideas and meaning. Miscommunication and the lack of body language may sometimes be interpreted as rudeness. Many older customers are also not technologically competent, and thus prefer human face-to-face interaction.
Nevertheless, the internet is our present, and our future. Like it or not, we must learn to live with it, and take advantage of what it can offer.