It's often difficult for people to understand how profit-making by self-interested entrepreneurs and employees creates the incentive to serve the interests of others. For example, too many people believe oil company executives and owners are greedy profiteers (they certainly may be) whose price gouging makes customers worse off (it doesn't, try going without gas if you don't like the price). But the incentives of a firm and its customers aren't always properly aligned. This Dilbert comic provides a great example.
Call centers have the worst reputations for customer complaints, but that's because call centers are the first contact disgruntled customers have to voice their complaints. But it's also the case that the incentives of customers and call center employees are not always aligned.