Customer Service - Public service announcement...

I am the first person to admit that in todays day and age companies are exchanging quality customer service for quantity customer service!!
Being in a management position for an industry related (web) media outlet I had the 'pleasure' of having to assist an unhappy individual on the phone this week.
Now normally I am in a very good position to get some one help with out any assistance from any other parties as I have access to all the tools and basic information it usually takes to help my end users. However with the state of things today, I know many individuals are resistant to give any, even basic information over the phone. Now the odd part here is this person actually called me. Most people are more affluent with email. (As am I) After his initial fluster and outrage that he had to spend a moment providing me with just his name and what the error seemed to be. He lashed out at me and refused to even provide me with a basic screen capture.
What is all that about? I don't know. After a few very unsuccessful attempts to get him to give me the screen capture, or even an email so I could look up his account information he abruptly hung up on me. Leaving me no follow up options.
So, why so angry? Well, from what I can tell based on an article I read in February in Wired magazine, customer service is a numbers game. As if waiting on hold is not bad enough. Now you have to deal with people that don't understand what your saying, while you struggle to decode what they are asking of you! Further more, in the real 'boiler room' customer service warehouses, it seems that they are required to more or less get you 'handled' and off the phone. The final fix is a bonus for them, not a goal. Starting to understand where the anger is coming from...
Well, I can offer 'Dave' this. My conversation was short and highly unproductive, but as a person in a management position, I will continue to aim for the 9/10 happy customer rate that I do pride myself on achieving. Nothing makes me happier than getting an email that not only says thank you, but 'that was fast!'.
For the rest of the world, I am one person working for one company. I can only hope that with the growing rate of technology and the obvious importance that we all know customer service plays, one day soon maybe the focus will shift back to quality.
Of course, it may be a long time from now, and who knows if the impatience that is common today will allow for anyone to even recognize that this needs to happen, but I suppose stranger things could happen.