You are mostly spot-on but I must disagree with your last point. They do know what Customer Service means, only to them it is like an oxymoron. When you are the customer you are an A-hole because you distract them from more important things like worrying about health care and holidays. And they know how to service their back side.
Hmmmmm good..... and lets not forget taking time away from their cell phones or causing them to do something that actually takes ANY effort....