Originally, the term 'customer service' was given to an act that corrected a sales error. It was a matter of credit to the selling company that they backed up their products, allowing greater confidence in buying from them.
These days, the situation is far from that.
Most call centres are run by companies who are employed as contractors by the selling company. Their agendas are different from those of the actual selling company, as they are devoted to 'customer management'.
The selling company can now adopt whatever tactics they like to sell products, and they can do so knowing that the offended customers will be 'managed' by someone else.
The individuals answering the phones are dedicated to meeting statistics that are nothing to do with the phoning-in customer, as they are set by the contractor.

The final result of all this is that when you phone a 'customer service' department, you now have to be prepared to be 'managed'.

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