In the service area, meaning fixing the busted machines, we went from a culture of seeking customer satisfaction through good service to a culture of seeking to make money at the expense of the customer. In other words, we went from being the service arm of a manufacturing and sales corporation to simply another revenue producing branch of the company. Of course it should, but the first mission of service should always be to provide good service. This culture made it more difficult to satisfy customers, particularly the difficult customer. And as often as not in the later years the customer had reason to be difficult.
Any job dealing with customers is bound to be a pain in the butt now and then.
There are many nice people out there, but horse's asses are common enough to seriously detract from the pleasure of customer relations. Some people have a better personality for dealing with customers than others. I had excellent relations with customers I liked and who liked, or pretended to like, me. But, I'm not a person of great patience, and I don't enjoy dialogs with fools. The corporation ceased to produce and distribute good technical information to the service branches.