Customer Service

Why is Verizon's customer service  not more customer centered ?  Every time I seek customer support, the Verizon representatives  try to sell me something  and benefit themselves with earning more points.  Therefore guidance is not always in the customers' best interest.  Thus, my contact with Verizon has been very frustrating and undermines one's confidence in the whole system.  I don't blame the representatives but I do blame management for setting up this kind of structure where guidance is skewed towards more sales rather than helping established customers.