>>78629479and there are level to that, but at almost no point people in direct contact with the customer allow them to dictate them how to actually perform their duties (in many cases, they are trained EXPLICITLY to prevent customers from taking the reigns, especially in more specialized fields when interacting with a pushy but non-specialized customer)
feedback has proper channels, both direct (surveys and contact forms) and indirect (like statistical analysis), which goes through, is worked into procedures and then passed from managers to workers
workers are held to what their superiors and training told them, not every random dude on the call, sorry
