Wouldn't Life Be Easier If We Took the Customer out of Customer Service?

After an unsatisfactory customer experience a few days ago, I had a follow up conversation with one of the managers. The response was that customers should understand that they cannot always get what they want... Say they wanted green olives instead they should be satisfied to be offered black ones... I also had to hear this decision maker let me know that he had a lot of things to worry about and that things were bound to fall through the cracks, he also offered that he had bigger problems to deal with than my little one... I was left to think that he was not a good listener and that his life would be easier if only he did not have to deal with his customers needs.