I've consulted with a large customer service org at an oil delivery company-- the VP looked me dead in the eye and said "customer service is a free therapy serv

I've consulted with a large customer service org at an oil delivery company-- the VP looked me dead in the eye and said "customer service is a free therapy service we provide to our customers when we as a company have decided it is unprofitable to service them in a timely and high quality manner" I appreciated his honesty. It was a cost center designed to not achieve a favorable outcome for the customer.