Having spent a fair amount of time in CS the problem is weighing what the customer needs/wants vs what management objectives are. A couple cases in point. Metro Airport farms out its ground transportation to private companies who provide cabs/limos on airport property. The company sets the rates, DTW sets conditions. The Transportation company must weigh their costs (upkeep, wages, etc) vs what the consumer expects. Meanwhile for the most part the CS agent is the lowest peon on the totem pole. Having to deal with crazy drivers (who mostly work on commission), angry customers (who usually have little or no clue about logistics of getting around a large region with little or no public transportation). Throw in turnover because pay sucks and burnout for anyone who stays there for any length of time and gets grief from both the consumer and the provider.
Currently I spend time as a volunteer at the Colonial Williamsburg Visitor Center. We're usually the first people the visitor sees when they visit. Spend four hours or so balancing your time between the visitor's expectations and the objectives of manage, On Sunday's we get a range of folks arriving for a multi day visit to those passing thru on the interstate and have no clue what CW is about other than it is an old city that someone may have told them about and they had about an hour to kill on their way to or from the Outer Banks. For all they seem to care it could be a Buc-ee's. Throw in a management "cost saving" decision to change the map/program guide to a map only and tell the visitor they can find program information on line. (The vast majority of our Sunday visitors are either senior citizens whose phone skills are still in the early 2000's or really can't deal with reading their phone in extreme sunshine). Meanwhile we are expected to be helpful, friendly, courteous , kind, cheerful and loyal.