There's no financial incentive to improve customer support in most services with a relatively inelastic demand. Most companies know that their call centers hav

There's no financial incentive to improve customer support in most services with a relatively inelastic demand. Most companies know that their call centers have been "experiencing an unusual volume of calls" for years, and that most customer service requests take way too long to act on. And so what? You'll keep paying your electricity/internet/heating/water/medical/phone/insurance/bank/credit lender/etc bills anyways because you need these services. Giving you good support or improving anything in customer service just hurts the bottom line. This is not true for services with elastic demand. In industries with a lot of substitutes (like hotels), customer support often goes more along the lines of "customer is always right" and "making it right" at even a high cost. Sometimes it's done even when the customer is clearly abusing the generosity. This is even more common in luxury services (like luxury restaurants) or luxury item sales (like some collectable watches and cars). P.S. This is obviously a generalization of a complex soup of factors that impact customer service quality in every company.