Customer Service arrived as a business phenomena in the early eighties. Previous to that I do not remember hearing of it. Previous to that indeed, people used to give customer service as just part of providing a service to customers! “Customer Service” arrived though and has stayed with us.
Its actual arrival is indicative of a transformation of society. Previously when the values of our society were derived from a biblical world view the expectation was that in providing a service you were motivated to help others and that influenced how you dealt with matters. The reality now is that goods and services are provided so as that I can maximise my personal benefit. This change has happened because of the diminishing of those values historically imbued within society.
Customer service was introduced in order to seek to make sure that the new way of operating did not harm customers unnecessarily. So something that was done naturally before has had to be replaced by a contrivance as society’s values have changed.
Inevitably, though, that contrivance can so very often be lacking in terms of authenticity. People in customer services are performing a duty rather than loving to help those who come to them for help. Hence dealing with customer service can, at times be, a fraught experience.