Where Is Customer Service?

I've recently been amazed at the lack of customer service I'm finding at businesses both large and small. Well, when it comes to large companies I guess lack of service has been more the norm rather than the exception. Ever since they did away with the "Press zero to speak to an operator" option in their IVR tree it seems big business will do anything and everything they can to prevent you from talking to one of their nearly-trained CSRs.

But now smaller businesses are getting on the bandwagon with reduced standards of customer service. I'm currently dealing with a vendor who offers a less expensive version of their product that has features and functions I'm paying a monthly charge for - and they're all included in the less expensive version's monthly fee! When I asked about it I get a song and dance with no real substance. But the bottom line is I'm still paying more for less. What makes it even worse is that this company is asking me to become a reseller for its product line.

I think most small business owners I come into contact with understand that taking better care of customers is the single best way to retain their loyalty. Much of what we do is becoming a commodity. Barring price, service is the only way to set your business apart from the competition. While my dispute is with a rather unique business, and I've invested quite a bit of money in their product, it will not preclude me from looking elsewhere for this service once my contract expires.

So what's the story? Are small businesses really starting to drift away from the ideal of outstanding customer service? If so, is it because they feel they (like some big businesses) can offer minimal service levels? Why? Or am I just a disgruntled customer with a chip on my shoulder?