Airline staff could do a lot more in the 'customer service' department but Capot your post does look rather 'one sided'; what strikes me from watching programmes like Airline and travelling for real is not how poorly trained the staff are (far from it most seem quite good actually) but for whatever reason how rude and difficult passengers have become.
A lot of the people that appeared on Airline (obviously the cameras tend to focus on them) seem to behave as if losing a piece of luggage is the end of the world....or take out anger on staff who's only crime is delivering bad news (like there has been an ATC strike in Spain or something) and have no appreciation that actually in the bigger scheme of things their problems don't warrant their outbursts of swearing that they direct towards staff.