Funny, I can think of only two companies who I don't mind calling, and they are both financial institutions as well. When did companies start treating customer

Funny, I can think of only two companies who I don't mind calling, and they are both financial institutions as well. When did companies start treating customer interaction as a nuisance, a cost to cut, instead of an opportunity to build a stronger relationship and brand loyalty? I mean, CfA sells objectively higher priced foods(for fast food), and people will still wait in line for it, because they don't treat people as a nuisance, so there has to be something to said for the business model.