It is a vicious catch 22 cycle.

Companies do not spend $ to properly train customer service personnel. Most customers do not expect good customer service (they want it, but they do not expect it), so as a result most customer service departments don't need to do a good job, just enough.
Then more $ is cut from customer service.
etc. etc.

Too many decisions are being made by bean counters.

Advice/input should be provided by bean counters but not be the end all to the decision making process.