Is it Cusotmer Service still there?

I'd like to share with you these two YouTube videos about Customer Service:
http://www.youtube.com/watch?NR=1&v=ofRHzSsIfLc&feature=endscreen
http://www.youtube.com/watch?v=ACKbkmO9rLg&feature=related
and I would like you tell us your opinion, what do you think has hapened to the concept of serve your customer:

• Did the way of serving customers change?
• Did it turn impersonal?
• Is it still important for the company you work for?

I'll be waiting for your comments.

Otto Porta