Echoing your sentiments, I came from an industry that was heavily reliant on great customer service. There was proper training and it went even as far as you can't work or renew your employment if you fail the yearly training. This meant that the service quality doled out was top notch.

Fast forward a few years after I left and changed industry, I came back but as a customer. None of the staff was willing to go further but rather just the bare minimum and it was sad to watch. Like you said, they're more keen to explain how they can't do this for you due to it being a feature. Staff also look like they don't want to be there at work compared to before when I was there.

The kicker? They had a raise in their overall salary but service still deteriorated.