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. The corporation became increasingly frugal in distributing parts to use to repair the machines. The corporation's technical service advisers could usually tell you what day it was, but not much else.