Technology is so much better now that you have multiple avenues for getting your needs met. Email, online chat, apps, etc. It's much easier and quicker to reach someone. Back then, you could call on the phone and hope you didn't get a busy signal, or you could use snail mail.

I think a lot of people think customer service is bad now because they have unrealistic demands, and when they aren't met it's the customer service person's fault.