Most organizations do not view themselves as service organizations. Service is the key. They are in the service business, period. The management there does not view customer service as a complaint department, a quality-control department, or a customer satisfaction department. They see it as a research lab to understand and improve customer service.
Most organizations understand that service is a hard thing to do.
It is hard to provide. It requires people who are trained, empathetic, smart, and someone who can solve problems. Most organizations simply do not want to make that kind of investment in people. Take voice-mail , for instance. On the surface, it seems like a good idea.