[ARCADIA]

...thrown into the job completely untrained, unknowledgeable about the company and it's policies.

Perhaps, you are jumping to the assumption that the company cares about its customers. Too many companies like to treat customers like so many cows at a slaughter house. Just get the employees to cram them through the process, extract as much from their wallets as you can, and forget about the niceties. Customers have fewer choices these days and good customer service is just so much sunk cost.

Once upon a time we use to be able to call a local number to have an attentive knowledgeable person pick up the phone. Today we have been conditioned to just sit there and listen to an often pathetic automated answering machine. Despite the rethoric most companies couldn't care less about their customers. The whole customer service thing is on a fast race to the bottom.

[FITZ]

Some companies do care about their customers, but some know they're coming to buy the cheap Chinese stuff --- it's the prices that lure them and they'll come regardless --- service isn't a priority because the customers come anyhow.