A lot of people aren't in the field they want to be in, thus making them 'not care' about the customers. Helping people isn't everyone's cup of tea, and being nice isn't either.
You can still find people who are amazing at Customer Service, and I assure you that they will move up faster than people who aren't most of the time.
I would have to agree with you, many people are in the wrong profession. It is sad that some of those people are behind the customer service desk, however secret shoppers have raised the customer service bar some what.
I've always wanted to be a secret shopper! I critique the customer service of every place I go to already anyways! Haha.
I think that one of the reasons is because so much interaction between busiensses and customers is now of the 'Self-service online' variety. For example, I no longer go into a branch of my bank to check my balance or deposit money, I log into a website instead. I don't browse through bookshops for something to read, I download a book onto my Kindle.
I think it is this digitisation of the shopping and other experiences that reduces the human contact we have, and consequently there's less customer service because there's much less interaction with the people in a business in general.
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