Consumers want the best of both worlds: A human "touch," a voice with a familiar name, and some warmth as well as the detached, efficient performance of a large corporation. A lot of the calls we get make that rather apparent -- "Oh, I wasn't expecting to have anyone pick-up when I called. Do you do XYZ...oh well Amazon and Zapatos do, so I thought you would, too."
Sometimes the comparisons and expectations seem quite unfair; out of line, even. They want someone to remember their name from when they called and asked a question about stock or shipping schedules but don't want to be contacted if we have a question in return, "Why do you need my phone number? You aren't going to send me any spam mail, are you?"
I would say the convenience factor has spoiled many people:
Thanks for the chance to vent a little. It's hard to smile and say, "Please, sir. May I have another?" all the time! Somehow, I keep doing it, though.