What happened to customer service?

I just had another awful experience with a large corporation’s customer service, and this got me thinking about how crappy customer service has gotten. There seems to be a complete lack of problem ownership, representatives are paid to get you off the phone, and in most cases the problem is pawned off on the individual who is trying to get help. When I was a wee lad, I remember customer support representatives being friendly and trying to assist with actual problem resolution regardless of the circumstances. Has capitolism truly eroded the desire to care about people when assisting them over the phone?

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