This is what happens when you have a monopoly (in this case a regional monopoly). Customer service is an expense item, so minimize it and you make more profit,

This is what happens when you have a monopoly (in this case a regional monopoly). Customer service is an expense item, so minimize it and you make more profit, after all what can the customers do, move? I worked on a project for a company where the call center did reservations and customer service. They only paid the workers if they took a reservation; thus any customer service call resulted in a hangup. These customers never used their company again. The difference is a monopoly doesn't have to care as no one will leave.